SOP for Monitoring Conversations in Amazon Connect

1. Log in to Amazon Connect

- Navigate to your Amazon Connect instance.

- Sign in with your user credentials assigned to the required security profile.

2. Open the Contact Control Panel (CCP)

- Click the phone icon located in the top-right corner of the Amazon Connect interface.

- Keep the CCP open to initiate and maintain monitoring connections.

3. Access Real-Time Metrics

- In the left navigation menu, select Analytics and optimization > Real-time metrics.

- On the Real-time metrics page, choose the Agents tab to view active agent activity.

4. Monitor Voice Conversations

- In the Channels column, locate agents engaged in live voice calls.

- Click the eye icon next to the Voice channel to start monitoring.

- The CCP status will change to Monitoring.

Note for Firefox Users:
 After clicking the eye icon, switch to the CCP tab to activate microphone permissions. CCP adheres to Firefox’s microphone usage rules and must be in focus to connect.

5. Monitor Chat Conversations

- Under each agent’s row, view the number of active chat sessions.

- Click the number to expand available sessions.

- Choose the specific conversation you wish to monitor.

- The CCP status will reflect Monitoring.

6. End Monitoring

- To manually stop monitoring, click End call or End chat in the CCP.

- Monitoring also ends automatically when the agent ends the conversation.