Listen in to an agent call

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Monitor agent calls when they are resolving issues for external callers by using Workforce Optimization for ITSM.

    Before you begin

    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

    About this task

    When the Amazon Connect application answers a call from an external source, an interaction record is created.

    Procedure

    1. Monitor your agent's call queue when an agent is talking to an external caller in Workforce Optimization for ITSM.
    2. Open the active interaction record when the phone call is in progress.
    3. Click Monitor Call and listen into the call in Amazon Connect.