Configuring call monitoring in Contact Center

Summary: ◀▼
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.

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.


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.
This article contains the following topics:

Configuring access permissions for call monitoring
Configuring workflows when joining calls

Related article:

Accessing Amazon Connect and AWS Console from
Contact Center



Configuring access permissions for call monitoring

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.

To give agents access to call monitoring
In Amazon Connect, click Users > Security profiles.
Click Add new security profile.
Enter a name for the profile.
Under Analytics and Optimization, select Real-time metrics and
Real-time contact monitoring.
Click Save.
Click Users, then add the security profile to the agents who will
monitor or join calls.





Configuring workflows when joining calls

The following options apply only to the Zendesk Contact Center app, not the native Zendesk voice
experience.

To configure workflows when joining calls
In Contact Center, click the profile button ( ), then click
Admin settings.
Click the Settings icon ( ), then click the
Workflows tab.
Find the workflow, then click Edit workflow.
Configure the Notes and Resolution Codes, as shown.





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