When creating and saving Customer Profiles in Amazon Connect through Local Measure Engage, some agents may encounter situations where some details in the Contact Profile are incorrect. This can be changed by opening the Agent Workspace in Amazon Connect, searching for the profile in question using their name, phone number, email address, or Profile ID.
To update the name of a Customer Profile:
Open Amazon Connect (This can be done from the General Settings page in Engage if you have the necessary credentials)
Open the Agent Workspace
Then search for the contact by their Name, Email, Phone Number, or Profile ID.
Select the Profile you would like to update and then select “Edit”
Change the field you need to update, then select save.
After this, the Profile in Engage should display the changes made.