Editing Agents in Bulk¶
Overview¶
The Agent Management page lets you view, filter, and update agent configurations across your entire agent population without touching each record individually. You can change Routing Profile, Auto Accept Calls, and ACW Time Limit for as many agents as you need in a single workflow.
Amazon Connect requires agent changes one at a time by default, so this gives you a structured, centralized way to manage agent configurations at scale.
{% column width="50%" %} Who this is for
Business Admins — Contact center administrators responsible for configuring agents in Amazon Connect.
Operations Teams — Workforce management teams and operations managers who adjust agent settings during campaigns, peaks, and volume shifts. {% column width="50%" %} Where to find it
In CxPortal, expand Bulk Edit in the left navigation panel, then select Agents.
Benefits at a Glance¶
In large contact centers, or during campaigns, seasonal peaks, or sudden volume shifts, editing agents one at a time becomes slow and error-prone.
Bulk Edit applies the same change to every selected agent in one action.
Key Concepts¶
| Term | Definition |
|---|---|
| Routing Profile | Defines which queues an agent can receive contacts from, and sets the priority and delay rules for those queues. |
| ACW (After Call Work) | The time an agent is given to complete wrap-up tasks after a contact ends. Measured in seconds. |
| Auto Accept Calls | Controls whether incoming contacts are automatically connected to an agent, or whether the agent must manually accept each one. |
| Agent ID | The agent's login email address, used as their unique identifier in Amazon Connect. |
| Bulk Action | A single action that applies the same configuration change to all selected agents at once. |
| Change Request | An approval workflow that may be required before a bulk change is applied, depending on your organization's configuration. |
Prerequisites / Permissions¶
Before you begin:
- Access to the Agent Management page is restricted to users with the appropriate administrative role in CxPortal. If you don't see Bulk Edit in the left navigation panel, contact your CxPortal administrator to request access.
- Viewing the agent table does not require any special permissions beyond access to the Bulk Edit section.
- Submitting a bulk change may require Change Management approval, depending on your organization's role and instance configuration.
What You Can Do¶
What you can do in this module:
- Filter the agent list to narrow it before taking action → Filtering Agents
- Select agents and apply a bulk change to Routing Profile, Auto Accept Calls, or ACW Time Limit → Making Bulk Changes
- Export the agent list, either all agents or just your current selection → Exporting Agent Data
Related Modules¶
- User Management — Add, edit, deactivate, and organize the people in your organization, and assign each user the roles that apply to them.
- Access Management — Define roles and permissions behind them, and control what those roles can see and do across the system.
- Proficiency Based Routing (PBR) — Intelligently match incoming contacts with the right agents based on their skills and experience levels.