Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application

This article provides a comprehensive guide to creating a third-party agent contact history application for Amazon Connect agent workspace, enabling agents to view their recent call interactions seamlessly.

• Develops a serverless solution using AWS services like Lambda, DynamoDB, and API Gateway
• Enables agents to access recent call details within their workspace
• Improves customer service by providing context for agent interactions
• Demonstrates step-by-step implementation of a React-based contact history widget
• Key benefits include faster resolutions, improved customer experience, and greater agent confidence

The solution provides a scalable, serverless architecture that enhances agent productivity by giving them quick access to their recent contact history directly within the Amazon Connect workspace.