Configuring call monitoring in Contact Center

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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 set up call monitoring so selected agents can listen to active calls, join calls when needed, and use the right workflow settings when joining. This requires adding the right real-time monitoring permissions in Amazon Connect and configuring notes and resolution codes in the Contact Center app, which helps you control call barge-in and monitor calls more effectively.</p>
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<p id="docs-hc-snippet" style="display: none;">Admins can configure call monitoring for Contact Center by setting permissions in Amazon Connect and configuring workflows in the Contact Center app. Use this article if you want selected users to listen to active calls, join calls when needed, and configure workflows when joining calls.</p>

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<p class="p">Admins can configure call monitoring for Contact Center by setting permissions in Amazon
Connect and configuring workflows in the Contact Center app. Use this article if you
want selected users to listen to active calls, join calls when needed, and configure
workflows when joining calls.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_l4f_r2c_tjc__ul_qpl_dfc_tjc">
<li class="li"><a class="xref" href="#access">Configuring access permissions for call monitoring</a></li>
<li class="li"><a class="xref" href="#workflow">Configuring workflows when joining calls</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="topic_l4f_r2c_tjc__ul_qpl_dfc_tjd">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10954975160858" target="_blank">Accessing Amazon Connect and AWS Console from
Contact Center</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="access">
<h2 class="title topictitle2" id="ariaid-title2">Configuring access permissions for call monitoring</h2>
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<p class="p">Before users can monitor and join active calls, you must assign them an Amazon
Connect security profile that includes the required real-time monitoring
permissions.</p>
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<strong class="ph b">To give agents access to call monitoring</strong><ol class="ol" id="access__ol_rwj_nhc_tjc">
<li class="li">In Amazon Connect, click <strong class="ph b">Users</strong> &gt; <strong class="ph b">Security profiles</strong>.</li>
<li class="li">Click <strong class="ph b">Add new security profile</strong>.</li>
<li class="li">Enter a name for the profile.</li>
<li class="li">Under <strong class="ph b">Analytics and Optimization</strong>, select <strong class="ph b">Real-time metrics</strong> and
<strong class="ph b">Real-time contact monitoring</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Click <strong class="ph b">Users</strong>, then add the security profile to the agents who will
monitor or join calls.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="workflow">
<h2 class="title topictitle2" id="ariaid-title3">Configuring workflows when joining calls</h2>
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<p class="p">The following options apply only to the Zendesk Contact Center app, not the native Zendesk voice
experience.</p>
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<strong class="ph b">To configure workflows when joining calls</strong><ol class="ol" id="workflow__ol_bpf_fch_zgc">
<li class="li">In Contact Center, click the profile button (<img class="image" id="workflow__image_zlg_mzw_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_settings_icon.png" width="20">), then click
<strong class="ph b">Admin settings</strong>.</li>
<li class="li">Click the <strong class="ph b">Settings</strong> icon (<img class="image" id="workflow__image_tx1_szb_vjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_cog.png" width="16">), then click the
<strong class="ph b">Workflows</strong> tab.</li>
<li class="li">Find the workflow, then click <strong class="ph b">Edit workflow</strong>.</li>
<li class="li">Configure the <strong class="ph b">Notes</strong> and <strong class="ph b">Resolution Codes</strong>, as shown.<p class="p"><img class="image" id="workflow__image_wvv_twn_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cont_cent_barge.png" width="550"></p>
</li>
</ol>
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