Monitoring and Barging

Introduction

Supervisors and managers can monitor into live voice and chat conversations between agents and customers.

To set this up, you need to turn on the Enhanced monitoring capability in the Amazon Connect console, provide managers with the appropriate permissions, and show them how to barge into conversations.

Currently, NEONNOW supports monitoring Voice and Chat, and barging into Voice.

Monitoring and Barging into Voice

Firstly, ensure you are logged into NEONNOW. To monitor an active voice call, in your Amazon Connect admin console navigate to Analytics and Optimization, Real-time metrics, Agents.

Agents with an active call will show an eye icon next to the agent's voices channel. Select this to trigger live monitoring.

Within NEONNOW, your view will change to show a monitoring state. In this state, no parties (agent & customer) are aware of the observation.

To barge into the conversation, toggle the 'Barge-In' button. The agent view will change at this point, to show an active conference with 'Supervisor'.

Monitoring Chat

Firstly, ensure you are logged into NEONNOW. To monitor an active chat, in your Amazon Connect admin console navigate to Analytics and optimization, Real-time metrics, Agents.

Agents with an active chat will show an eye icon next to the agent's chat channel. Select this to trigger live monitoring.