Listen in to an agent call
Monitor agent calls when they are resolving issues for external callers by using Workforce Optimization for ITSM.
Vorbereitungen
You must have an active session with Amazon Connect and be able to monitor live conversations. For more information, see Monitor live conversations.
Role required: sn_wfo_cfg_ws.manager
Warum und wann dieser Vorgang ausgeführt wird
When the Amazon Connect application answers a call from an external source, an interaction record is created.
Prozedur
- Monitor your agent's call queue when an agent is talking to an external caller in Workforce Optimization for ITSM.
- Open the active interaction record when the phone call is in progress.
- Click Monitor Call and listen into the call in Amazon Connect.