Skip to content

CxPortal Documentation

CxPortal is a web-based portal built by Caylent that simplifies the management and configuration of your Amazon Connect contact center. It gives your team the tools to handle day-to-day operations, configuration changes, and incident response — without needing direct AWS access or deep technical expertise.

CxPortal sits on top of your Amazon Connect environment and is accessed through CxCentral, your unified Caylent workspace. Together they give your organization a single place to manage your contact center and get support.

New here? Start with Getting Started with CxPortal, or jump straight to a module below.

Explore the modules

  • Access Management

    Roles, permissions, and controlling who can access your instance.

    Open

  • User Management

    Add, manage, and reference the users in your CxPortal instance.

    Open

  • Campaigns

    Voice and SMS notification and survey campaigns, groups, and dashboards.

    Open

  • Cases

    Track and work customer cases as a general user or company admin.

    Open

  • Knowledge Management

    Set up knowledge bases, add articles, manage tags, and handle changes.

    Open

  • Q in Connect

    Configure AI agents, knowledge bases, and prompts for Amazon Q in Connect.

    Open

  • Proficiency-Based Routing

    Define attributes and routing rules to match contacts to the right agents.

    Open

  • Dynamic Flow Configurator (DFC)

    Manage entities, schemas, hours of operation, and data imports for flows.

    Open

  • Flow Analyzer

    Investigate contacts and debug how calls move through your flows.

    Open

  • Editing Agents in Bulk

    Make and track bulk changes to agents, with export and reference tools.

    Open

  • Amazon Connect Global Resiliency (ACGR)

    Multi-region resiliency, traffic distribution groups, and failover.

    Open

  • Pinpoint Migration Tool

    Command-line tool to export and import Amazon Pinpoint resources.

    Open

Who CxPortal is for

Business admins — day-to-day configuration changes and portal management.

Developers & QA — debugging flows, visualizing call paths, and technical investigation.

Operations teams — handling outages, monitoring performance, and incident response.

What CxPortal does for you

  • Manage routing, queues, prompts, and transfer points
  • Monitor and respond to contact center activity in real time
  • Review and approve configuration changes
  • Investigate call flows and debug routing issues
  • Handle incidents like failovers confidently and independently

Need help? See Submitting a Support Request.