Supervisor Monitor & Barge (Engage Legacy)

This feature enables an Agent with the relevant permissions to monitor another Agent's ongoing Contact, and barge into it as needed.

This functionality is only supported on Voice Contacts

Demo

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Pre-Requisites

Monitor & barge functionality must be configured in Amazon Connect:

https://docs.aws.amazon.com/connect/latest/adminguide/monitor-barge.html

The includes both enabling the functionality and ensuring your Agents have the relevant permissions

The Agent must have both Engage and Amazon Connect open

How to configure Monitor & Barge in Engage

Navigate to Settings

Select the Workflows option

Scroll down to the relevant Workflow

Click the Edit workflow button

Ensure Notes and Resolution Codes are correctly configured in Engage, as per the screenshot below:

How to monitor a Contact

In Amazon Connect, open the Real-time Metrics - Agent dashboard (Analytics and optimization -> Real-time Metrics -> Agents)

Scroll to find the Agent you wish to monitor

Click on the eye icon next to the Voice channel for the Agent

Go into Engage, where you will now be monitoring the Contact selected in the step above

The Agent being monitored will not be aware that they are being monitored

How to barge a Contact

You must be in monitoring mode before you can barge into a Contact

As soon as you barge into a Contact, the Agent will know that you have joined the Contact

Click on the Monitoring button

You will now be in barge mode

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