Monitoring and joining calls in Contact Center

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<p id="docs-hc-snippet" style="display: none;">Agents can monitor another agent’s active voice call and join it when needed. This feature is supported for voice calls only.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can monitor another agent’s active voice call for supervision or training, then join or barge in when needed. Monitoring is hidden from the other agent, and up to two agents can monitor one call. When you join, everyone on the call can hear you, and you can’t be muted, held, or disconnected by others.</p>
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<p class="p">Agents can monitor another agent’s active voice call and join it when needed. This
feature is supported for voice calls only.</p>
<p class="p">To monitor or join a call, agents must have both Amazon Connect and Zendesk Contact
Center open. Their user status doesn’t affect whether they can monitor or join a
call.</p>
<p class="p">A maximum of two agents can monitor the same call at one time. Those agents can either
both monitor the call, or one can monitor while the other joins it. Only one agent can
join a call. For more information, see Amazon's <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/monitor-conversations.html" target="_blank">contact monitoring in Connect Customer</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="supervisor_monitor___barge__ul_egh_pxh_wgc">
<li class="li"><a class="xref" href="#monitor">Monitoring active calls</a></li>
<li class="li"><a class="xref" href="#join">Joining active calls</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="monitor">
<h2 class="title topictitle2" id="ariaid-title2">Monitoring active calls</h2>
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<p class="p">If an agent has access to real-time monitoring, they can monitor another agent's
active call. The monitored agent isn’t notified that monitoring has started.</p>
<p class="p"><strong class="ph b">To monitor an active call</strong></p>
<ol class="ol" id="monitor__ol_o4q_1ng_wgc">
<li class="li">In Amazon Connect, select <strong class="ph b">Analytics and optimization</strong> &gt; <strong class="ph b">Real-time
metrics</strong> &gt; <strong class="ph b">Agents</strong>.</li>
<li class="li">Find the agent you want to monitor.</li>
<li class="li">Click the <strong class="ph b">Eye</strong> icon next to the voice channel for the agent.<p class="p">The ticket
and call console open in Contact Center.</p>
<p class="p">If the call is already being
monitored by two other agents, you'll get a service quota exceeded error.
For more information, see Amazon's <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/ts-monitoring-conversations.html" target="_blank">Troubleshoot agent conversation
monitoring ability in Connect Customer</a>.</p>
</li>
<li class="li">In Zendesk Contact Center, access the ticket and call console.<p class="p">To join or
barge in the call, see <a class="xref" href="#join">Joining active calls</a>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="join">
<h2 class="title topictitle2" id="ariaid-title3">Joining active calls</h2>
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<p class="p">An agent who is in monitoring mode can join, or barge in, the ongoing call. When you
join a call, the participants know that you have joined. Agents joining an active
call can't be muted, placed on hold, or disconnected by other participants,
preserving their authority and preventing disruption.</p>
<div class="p">
<strong class="ph b">To join an active call</strong><ul class="ul" id="join__ul_mlq_wdh_zgc">
<li class="li">After <a class="xref" href="#monitor">monitoring the call</a>,
click <strong class="ph b">Join</strong>.<p class="p"><img class="image" id="join__image_exf_br5_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_call_monitor.png" width="400"></p>
</li>
<li class="li">
<p class="p">In the Contact Center app, after <a class="xref" href="#monitor">monitoring the call</a>, click <strong class="ph b">Start barge</strong> on the
top-right.</p>
<p class="p"><img class="image" id="join__image_wwb_wr5_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_call_barge.png"></p>
<p class="p">After you join the call, the participants can hear you and you have
control over the contact.</p>
<p class="p">Only one monitoring agent can join an active call.</p>
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