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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 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

  • 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.