The Contact Control Panel (CCP) is the web application contact centre agents use to manage calls, chats, messages, emails, and tasks. It's the softphone and contact-handling control surface — the thing an agent actually clicks to accept a call, put it on hold, transfer it, or end it. [Source: AWS, Amazon Connect agent workspace]
What the CCP Actually Lets an Agent Do
- Accept an incoming call, chat, email, or task
- Place a contact on hold while looking something up or consulting a colleague
- Transfer a contact to another agent or queue
- End a contact once it's resolved
- Move into after-contact work (ACW) time for wrap-up before the next contact arrives
It handles all channel types — voice, chat, messaging, email, and tasks — through the same consistent interface, so an agent isn't learning a different control surface per channel.
Where Does the CCP Run?
The CCP isn't locked to one place. It can run in three different contexts:
| Mode | What it means |
|---|---|
| Inside the agent workspace | The default experience — CCP sits alongside Customer Profiles, Cases, step-by-step guides, and agent assist in one unified screen |
| As a standalone web app | Just the CCP on its own, with no surrounding workspace features |
| Embedded in a custom application | Built into a company's own internal tool or CRM using the Amazon Connect Streams API |
Content was rephrased for compliance with licensing restrictions. [Source: AWS, Amazon Connect agent workspace]
Embedding the CCP With Streams
For organisations that already have an internal agent desktop or CRM they don't want to abandon, Amazon Connect Streams lets developers embed the CCP's UI components directly into their own page — or skip the pre-built UI entirely and handle agent and contact state through an object-oriented, event-driven interface, building a fully custom experience on top of the same underlying contact handling. [Source: AWS, Amazon Connect agent workspace]
Why this matters: you're not forced to choose between "use AWS's agent screen" or "build everything from scratch." Streams means you can keep an existing homegrown agent desktop and bolt genuine Amazon Connect contact handling onto it, rather than ripping out tooling your team already knows.
CCP vs. the Full Agent Workspace
It's easy to conflate the two, but they're not the same thing. The CCP is specifically the contact-handling controls. The agent workspace is the broader container that includes the CCP plus Customer Profiles, Cases, step-by-step guides, agent assist, and more, all in one screen. Every agent uses the CCP; not every deployment uses the full workspace with every feature switched on.
Frequently Asked Questions
What is the Amazon Connect Contact Control Panel (CCP)?
The CCP is the web application contact centre agents use to manage calls, chats, messages, emails, and tasks. It lets an agent accept a contact, place it on hold, transfer it, and end it, functioning as the core softphone and contact-handling control surface in Amazon Connect.
Where does the CCP run?
The CCP can run inside the Amazon Connect agent workspace, as a standalone web application on its own, or embedded directly inside a company's own custom desktop application using the Amazon Connect Streams API.
Do agents need separate software to use the CCP?
No. The CCP is a browser-based web application, so agents don't need to install separate softphone software. It works with either a softphone (audio through the computer) or a connected desk phone, depending on how the agent's user profile is configured.
Can I customise the CCP for my own application?
Yes. Using the Amazon Connect Streams API, developers can embed CCP UI components into their own page or handle agent and contact state events directly through an object-oriented, event-driven interface, letting you build a fully custom agent desktop around the same underlying contact handling.
Conclusion
The CCP is the piece of Amazon Connect every agent touches on every single contact — accept, hold, transfer, end, repeat — whether they're using it inside the full agent workspace, as a standalone app, or embedded into a custom desktop via Streams. Understanding it is the starting point for understanding the rest of the agent workspace built around it.