Step 4: Agent workspace and a safeguarding hand-take - AI Contact Centre Walkthrough

Open the Connect Agent Workspace, mark yourself Available, and take a safeguarding call from a separate phone. Watch the live transcript, sentiment chips, and the safeguarding flag flip in real time.

Step 4 of 8 • 7 minutes

Step 4 7 minutes

Agent workspace and a safeguarding hand-take

Open the Amazon Connect Agent Workspace from the admin home, toggle yourself to Available, then dial the council from a separate phone (not the same device the workspace is open on). Accept the call, watch the safeguarding flag flip on the case while the caller talks.

Open the Connect Workspace dropdown at the top-right of the Connect admin and choose Agent Workspace.

The agent workspace, ready for an inbound call. Toggle Available before you dial in from another device.

Connect Cases is where safeguarding-flagged contacts surface for human follow-up. The flag is set automatically when sustained distress is detected on the call.

Expected outcome

• ✓ You can navigate from the Connect admin home to the Agent Workspace
• ✓ The Available toggle in the CCP turns green
• ✓ Dialling from a separate device causes an incoming-call popup in the workspace
• ✓ Accepting the call shows the live transcript with sentiment chips
• ✓ Sustained distress flips the safeguarding_flag on the case
• ✓ Connect Cases lists the call with safeguarding=true and a red sentiment indicator

Use a separate phone for the dial-in. If you call from the same laptop that runs the agent workspace, you create an audio feedback loop and the call quality breaks. Your mobile is fine.

Open the agent workspace

1. From the Connect admin home (the page you reached via "Log in for emergency access" in step 1), open the top-right account dropdown and click Agent Workspace. It opens in a new tab.
2. Confirm you can see the Contact Control Panel on the left, the Customer Profile and Cases tabs in the middle, and the Connect assistant pane on the right.

Mark yourself Available

In the CCP on the left, the status drop-down at the top probably says "Offline". Click it and choose Available. The chip turns green. You are now in the routing pool for inbound contacts.

Take the call

1. Pick up your mobile phone (or any phone that isn't the laptop running the workspace).
2. Dial the council's UK phone number (the one from step 1).
3. Say something with sustained distress in it. The script from step 6 works well, or just speak in character: "I don't know what to do, my neighbour's been threatening me and the council won't return my calls and I'm scared to leave the house."
4. Watch the agent workspace. Within seconds, an incoming-call popup appears with caller phone, intent guess, and a sentiment chip.
5. Click Accept. The live transcript starts streaming. Sentiment chips on each segment colour green to amber to red as the conversation unfolds.
6. The Cases tab in the middle updates: safeguarding_flag: true appears with a red badge once distress is sustained.

What to look for

• The Connect assistant pane on the right — Q in Connect surfaces relevant Knowledge Base articles automatically. As soon as the caller mentions safeguarding, "Aldershire DC safeguarding contacts and escalation" pops to the top.
• The Customer Profile and Cases tabs in the middle — Connect's built-in agent app. Search the Customer Profiles directory by phone, see recent contacts, and open the case the bot started for this call.
• The redacted transcript — the caller's name and address appear as {NAME} and {ADDRESS} placeholders, even in your live agent view. Contact Lens redacts at instance level; there is no path that exposes the original PII to the agent.

When the caller hangs up (or you wrap up), Connect Cases keeps the ticket. The safeguarding flag means it surfaces in the safeguarding queue's daily review, not in the general triage.

Need help?

If you're stuck, check the troubleshooting section or contact us.

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