Set up live monitoring for voice and/or chat - Amazon Connect

Set up live monitoring for voice and/or chat

Managers and agents in training can monitor live conversations between agents and customers. To set this up, you need to add the Set recording behavior block to your voice/chat flow, assign managers and trainees the appropriate permissions, and then show them how to monitor the conversations.

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

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

Add a Set recording and analytics behavior block to your flow

For monitoring voice and chat conversations: This step is only required if you have not selected Enable Multi-Party Calls and Enhanced Monitoring and Enable Barge and Enhanced Monitoring for Chat in the Amazon Connect console, as shown in the following image.

The Telephony and chat options page, the enhanced contact monitoring capabilities section.

If you do have one or both of these options enabled for your instance, then you no longer need to add the Set recording and analytics behavior block to your voice or chat flow to set up monitoring. However, you still need to assign permissions to managers and trainees, and then show them how to monitor conversations.

To configure a Set recording and analytics behavior block for monitoring
  1. Add the Set recording and analytics behavior block to your flow. Do this to monitor calls, chats, or both.

    To enable monitoring of voice and/or chat conversations, on the block's Properties page choose Agent and Customer.

    The Properties page of the Set recording and analytics behavior block, the agent and customer option.

    For more information, see Set up recording behavior.

  2. Choose whether to record the conversations you monitor.

    Although you need to add the Set recording behavior block to your flow, you don't need to record voice and/or chat conversations for monitoring to work. By default when you set up your instance, Amazon S3 buckets are created to store call recordings and chat transcripts. The existence of these buckets enables call recording and chat transcripts at the instance level.

    To not record the calls or chats you're monitoring, disable the Amazon S3 buckets. For instructions, see Update instance settings.

Now you're ready to assign the necessary permissions to managers so they can monitor conversations. Continue to Assign permissions to monitor live conversations.