Listen in to an agent call
Monitor your customer service agents' calls when they are resolving issues for external callers by using Workforce Optimization for Customer Service.
Before you begin
Role required: sn_csm_wfo_workspa.manager
You must also have an active session with Amazon Connect and be able to monitor live conversations. For more information, refer to Monitor live conversations
About this task
When the Amazon Connect application answers a call from an external source, an interaction record is created.
Procedure
- Monitor your agent's call queue when an agent is talking to an external caller in Workforce Optimization for Customer Service.
- Open the active interaction when the phone call is in progress.
- Click Monitor Call and listen into the call in Amazon Connect.