Customer Profiles views in the agent workspace become role-specific

What changed

AWS now lets administrators choose which Customer Profiles data agents see in the agent workspace and how it is laid out. Layouts are built and saved in Profile Explorer from widgets such as contact history, contact information and calculated attributes like lifetime value, then assigned to agents instead of the legacy Customer Profiles view. Layouts can include an AI Profile Summary of the customer profile.

Why it matters

A single generic profile view forces agents to hunt for the few fields relevant to their queue. Role-specific layouts reduce that search time, but they also make profile design an access and data-minimization decision: agents should see what their work needs, not everything the profile holds.

CxCave practical context

Who should care

• Administrators
• CX architects
• Agents

Implementation considerations

Define the profile fields each agent role actually needs, build a layout per role in Profile Explorer, and decide whether the AI Profile Summary is appropriate before replacing the legacy view.

CxCave recommendation, not a vendor mandate unless explicitly stated.