Barge live conversations

Supervisors and managers can barge into live conversations between agents and customers. To set this up, you need to turn on the Enhanced monitoring capability in the Amazon Connect console, provide managers with the appropriate permissions, and show them how to barge into conversations.

Looking for how many people can barge the same conversation at one time? See Amazon Connect feature specifications.

There is no limit to the number of conversations that you can barge in an instance.

The barge feature is included in Amazon Connect voice service fees. For pricing, see the Amazon Connect Pricing page.

Set up barge for voice

in Amazon Connect console, select Enable Multi-Party Calls and Enhanced Monitoring. This option enables access to multi-party calling, detailed contact records, silent monitoring, and barge capabilities.

The following image shows the Enable Multi-Party Calls and Enhanced Monitoring option on the Telephony Options page.

Note

• If multi-party calling is already enabled, to also you enable enhanced monitoring you will need to use the UpdateInstanceAttribute API with the ENHANCED_CONTACT_MONITORING attribute for the first time. Or, you can turn the feature OFF and then back ON to update your settings. For more information, see UpdateInstanceAttribute in the Amazon Connect API Reference Guide.

• Any new instances will automatically have this feature enabled.

• Before enabling Enhanced monitoring capabilities, ensure that you are using the latest version of the Contact Control Panel (CCP) or Agent workspace. If you are using StreamsJS to customize or embed the CCP, upgrade to version 2.4.2 or later.

• For instances that do not have a service-linked role, you must create one in order to enable the feature. For more information on how to enable service-linked roles, see Use service-linked roles for Amazon Connect.

Set up barge for voice

For managers to barge live conversations, you assign them the CallCenterManager and Agent security profiles. To allow specific users to barge live conversations, we recommend that you create a security profile specific for this purpose.

For the number of supervisors who can monitor a call at the same time, see Amazon Connect feature specifications.

To assign a manager permissions to barge a live conversation

1. Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/. Use an Admin account, or an account assigned to a security profile that has permissions to assign security profile permissions.

2. On the navigation menu, choose Users, User management. Choose the manager, and then choose Edit.

3. In the Security Profiles box, assign the manager to the CallCenterManager security profile.

4. Assign the manager to the Agent security profile so they can access the Contact Control Panel (CCP), and use it to barge into the conversation.

5. Choose Save.

To create a new security profile for monitoring live conversations

1. Choose Users, Security profiles.

2. Choose Add new security profile.

3. Expand Analytics and choose Real-time contact barge-in, as shown in the following image.

   

   Note

   • For a manager to use the barge feature, both Real-time contact monitoring and Real-time contact barge need to enabled.

   • Access metrics is needed so you can access real-time metrics reports, which is where you choose which conversation you would like to monitor.

4. Choose Save.

Barge live calls with contacts

1. Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/.. Use an account that is assigned the CallCenterManager security profile or a user that has been given Real time contact monitor and barge permissions.

2. On the navigation menu, choose Analytics and optimization, Real-time metrics, Agents.

3. Choose the eye icon that appears next to the Voice channel of the agent that you want to monitor, as shown in the following image. You can barge into a conversation that you had been monitoring already.

   

4. This opens the Contact Control Panel (CCP), as shown in the following image. You can enable barge, and move between the Monitor and Barge states.