How do I troubleshoot issues with monitoring live conversations in Amazon Connect?

Last updated: 2021-07-14

I set up live monitoring for voice and/or chat in Amazon Connect, but it’s not working. How do I troubleshoot the issue?

Resolution

To resolve issues with monitoring live conversations in Amazon Connect, first review this article to identify the specific issue that you’re experiencing. Then, follow the troubleshooting steps listed for that issue.

If you can’t select the icon to initiate live monitoring in the Amazon Connect Contact Control Panel (CCP)

Confirm that the manager’s or agent trainee’s security profile includes the required permissions to monitor live conversations. For more information, see Assign permissions to monitor live conversations.

If you receive a “Failed to monitor agent” error message when trying to initiate live monitoring

Confirm that the following is true:

If you receive a “softphone” error when trying to initiate live monitoring

If there are audio quality issues


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