An Amazon Connect agent can see the customer interaction in front of them. But can they see who else is available, what is happening in the queues they support, or which teammate can help right now?
That missing team awareness matters. Contact-center agents often work in the same operation while functioning in separate windows. A simple question becomes a hunt for another application. An urgent contact interrupts work already underway. A customer who calls back after completing a technician’s instructions may be routed to someone who has no context.
AgentHub for Amazon Connect brings practical team coordination into the Amazon Connect Customer Agent Workspace. Agents can view team availability, watch selected queues, start an internal chat, and park and resume calls without leaving the workspace in which they already serve customers.
Amazon Connect supports adding applications to the agent workspace so agents can work with fewer separate windows. AgentHub builds on that model with tools designed around the way contact-center and technical-support teams actually collaborate.
Know who is available before asking for help
AgentHub presents a live roster of the agents on the team and their current status. At a glance, an agent can see who is available, on a call, at lunch, in training, in a meeting, offline, or logged out.
That visibility removes guesswork. Instead of broadcasting a question or trying several people in succession, the agent can identify an appropriate available teammate and take the next step.
AgentHub combines selected queue information with a color-coded view of team availability inside the Amazon Connect workspace.
Monitor the queues that matter to the team
Agents do not need a full supervisor dashboard to benefit from a little operational context. AgentHub lets the user monitor selected queues and see useful indicators such as whether contacts are waiting and the age of the oldest waiting contact.
This is especially valuable for blended teams. A technical-support agent may primarily work one queue but still need to know when a priority, escalation, or parking queue needs attention. The objective is not to overwhelm the agent with metrics. It is to surface the few signals that help the team respond.
Right-click a teammate and start a chat
When an agent needs assistance, AgentHub turns the team roster into an action surface. The agent can right-click a teammate and open a chat directly from the roster. If the recipient does not respond immediately, a message-waiting notification makes the pending conversation visible when they return.
This enables lightweight collaboration at the agent-team level: confirm a detail, ask for subject-matter help, coordinate an escalation, or hand over context without searching for the person in a separate communications tool.
Start a team chat from the AgentHub roster; message-waiting notification helps the recipient find a missed request.
Park a call, handle an urgent contact, and return
Traditional hold is useful when the same agent remains dedicated to the same interaction. It is less useful when an urgent call requires the agent’s attention or when a support conversation must pause while the customer completes a task.
AgentHub adds a controlled Park and Unpark workflow. An agent can park the current interaction, handle the more urgent contact, and then unpark the original call and continue the conversation. The customer follows the configured parked-call experience while the interaction remains available for recovery.
Consider a technical-support call. The technician asks the customer to reboot equipment, collect a log, or test a configuration. Rather than occupy the agent indefinitely or force the customer to begin again later, the call can be parked while the agent handles other work, then resumed when appropriate.
Optional Park and Pick for continuity of service
AgentHub can also support an optional Park and Pick model. Some teams call this “cherry picking,” but its strongest use is not arbitrary selection. It is continuity: an authorized agent can retrieve the waiting interaction that they are best prepared to complete.
For example, a technician may assign the caller some homework and tell them what to do next. When that customer returns, the technician who already understands the issue can pick up the interaction instead of making the customer repeat the entire story.
Park and Pick should be configured around clear operating rules, queue priorities, permissions, and reporting. Used deliberately, it can improve ownership and resolution time without weakening the routing strategy.
Give supervisors practical recovery controls
Supervisors have additional options based on their permissions. If an agent is left in a missed-call or other incorrect state, an authorized supervisor can return that agent to Available or select another configured logged-in status.
This is a small control with a large operational effect. It helps the team recover quickly from an exception without waiting for the agent to diagnose the workspace state, while keeping status changes within an authorized supervisory workflow.
Authorized supervisors can correct an agent’s operational status from the same team view.
One workspace, better teamwork
AgentHub is not an attempt to replace Amazon Connect routing, reporting, or workforce-management tools. It fills the collaboration gap between receiving a customer contact and working as a coordinated team.
- See the current status of other agents on the team.
- Monitor selected queues without opening a separate dashboard.
- Start an agent-to-agent chat from the roster.
- Surface missed chat requests with a message-waiting notification.
- Park an active call, handle a higher-priority interaction, and return.
- Enable a governed Park and Pick workflow for selected support scenarios.
- Allow authorized supervisors to correct agent status when operations require it.
Most importantly, these capabilities are available inside the Amazon Connect Customer Agent Workspace, where agents are already handling calls, chats, email, tasks, cases, and customer information.
See AgentHub in action – DEMO
This demonstration will walk through team status, selected queue monitoring, agent chat, supervisor controls, and the complete Park and Unpark experience.
If your Amazon Connect agents need better team awareness, faster collaboration, or a more flexible way to manage support calls, contact DrVoIP or call . We can demonstrate AgentHub and discuss how the workflow should be configured for your queues, permissions, and operating model.
AWS reference: Customize the Amazon Connect Customer agent workspace.
