Amazon Connect Customer adds Modern and Classic agent workspace layouts

AWS announced Modern and Classic layouts for the Amazon Connect Customer agent workspace on October 21, 2026. Administrators can choose a layout for each team, with different arrangements for contact controls, conversations and supporting applications, according to the AWS announcement.

How Modern and Classic divide the screen

Modern places contact controls across the top of the workspace. AWS says this leaves more space for applications underneath during voice calls and provides a taller, wider area for reading and responding to chat, email and task contacts.

AWS describes Classic as a familiar experience for existing agent-workspace users, with contact controls that expand and contract by channel and a resizable agent-assist application. As an example of team-specific assignment, the company suggests Modern for teams migrating from desktops with top-positioned controls and Classic for teams already familiar with the workspace. These layout details and migration examples are described in the release notice.

Engineering implications: evaluate by workflow

For teams maintaining workspace applications, the useful comparison is not simply visual preference. Evaluate representative voice, chat, email and task workflows separately: check whether important application content remains visible during calls and whether the reading and response area suits the team’s other contact types. Include Classic’s resizable agent-assist application in that assessment.

Familiarity with a previous desktop is a useful starting point for choosing what to evaluate, but it should not substitute for checking actual workflows. Measure operational outcomes before attributing productivity gains to either layout.

Availability: nine AWS Regions

At announcement, AWS listed the layouts as available in US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt) and Europe (London). That availability statement covers the nine Regions named in the announcement, rather than a worldwide rollout.