Enable enhanced multi-party contact monitoring in Amazon Connect - Amazon Connect
Important things to knowHow to enable enhanced multi-party contact monitoring

Enable enhanced multi-party contact monitoring in Amazon Connect

Enhanced contact monitoring enables agents to host up to 6 participants on a contact. Two supervisors can monitor the call. It also enables managers to barge into conversations.

For example, agents can have a group of 6 participants in the call at the same time. Two supervisors can monitor the call. The two supervisors can do two silent monitor sessions, or one silent monitor and one barge-in session.

The total number of participants on a call would look like this:

  1. Customer - participant

  2. Agent 1 - participant

  3. Agent 2 - participant

  4. Agent 3 - participant

  5. Agent 4 - participant

  6. Agent 5 - participant

  7. Supervisor who can listen but not barge in the call

  8. Supervisor who can listen or barge in the call

There is no limit to the number of conversations that can be monitored in an instance.

Important things to know

  • New events are added to the agent event stream when you choose Enhanced contact monitoring capabilities on the Amazon Connect console.

    If you choose to start with the default three-party capability enabled by the Set recording and analytics behavior block, and then later switch to Enhanced contact monitoring capabilities, know that new events will be added to the agent event stream. This will cause problems if you have customized your contact center based on the previous agent event stream.

  • By default, calls can have three participants, such as two agents and a caller, or an agent, a caller, and an external party. When you enable enhanced contact monitoring, the agent's experience changes. See Comparison of multi-party and three-party functionality.

  • This feature is only available in CCPv2. That is, the URL to access the CCP is https://instance name.my.connect.aws/ccp-v2/ and the URL to access the agent workspace is https://instance name.my.connect.aws/agent-app-v2/. It's also available in custom CCP using Amazon Connect Streams.js.

  • Before enabling the multi-party calls, if you are using Contact Lens or planning to do so in the future, see Multi-party calls and conversational analytics. Contact Lens supports calls with up to 2 participants. We recommend that you disable Contact Lens in the Set recording and analytics behavior block for contacts that are expected to have 3 and more participants.

  • In custom CCPs, use the updated Amazon Connect Streams API to enable multi-party calling, up to six parties. See the Amazon Connect Streams documentation on GitHub.

  • AWS GovCloud (US-West): You can't enable this feature using the console user interface. Instead, use the UpdateInstanceAttribute API or contact AWS Support.

How to enable enhanced multi-party contact monitoring

  1. In the Amazon Connect console, on the menu pane, choose Telephony.

  2. On the Telephony and chat options page, scroll to the Enhanced contact monitoring capabilities section.

    The Telephony and chat options page.

  3. Choose the options you want to enable, and then choose Save.

  4. Log in to the Amazon Connect admin website. Assign security profile permissions to managers so they can monitor and barge live conversations, and review recordings.

  5. Show managers how to monitor live conversations, barge live conversations and review past recordings in Amazon Connect.