Listen, Monitor or Barge 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.

Vorbereitungen

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

Use Native Voice Controls (NVC) in Manager Workspace to open an active phone interaction and monitor, coach, or barge into an agent’s live call, with the conversation panel displaying real‑time transcription and call‑control options that allow supervisors to silently monitor the call, whisper‑coach the agent privately, or join the conversation directly; the UI clearly indicates the active mode, and supervisors can switch modes as needed and end the session at any time by disconnecting or closing the NVC utility panel, after which the supervisory session terminates automatically.

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

1. Monitor your agent's call queue when an agent is talking to an external caller in Workforce Optimization for Customer Service.
2. Open the active interaction when the phone call is in progress.
3. Select one of the modes:
   • Monitor — You hear both the agent and customer; neither hears you.
   • Coach — Only the agent hears you (private whisper coaching).
   • Barge In — You join the customer‑facing conversation; both the agent and customer hear you.
4. Assist the agent as needed, switching modes to match the situation.
5. End the session by selecting Disconnect or closing the NVC utility panel.