Amazon Web Services
This demo showcases how to monitor live voice and chat conversations in Amazon Connect. It begins by demonstrating how to enable call recording in the contact flow by adding the 'Set recording and analytics behavior' block. The video then simulates both voice and chat interactions, showing how call center managers can listen in on live conversations and view chat transcripts in real-time. This monitoring capability allows managers to assist agents during their training period, ensuring they are supported during customer interactions and ultimately improving overall customer sentiment. The demo highlights key features of Amazon Connect's monitoring tools, including the Contact Control Panel (CCP) and real-time metrics dashboard.