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.

product-information
skills-and-how-to
migration-and-modernization
contact-center
connect
Show 0 more

Up Next

VideoThumbnail
9:30

Deploying ASP.NET Core 6 Applications on AWS Elastic Beanstalk Linux: A Step-by-Step Guide for .NET Developers

Nov 22, 2024
VideoThumbnail
53:14

AWS re:Invent 2023: SaaS DevOps Deep Dive - Automating Multi-Tenant Deployments for Container and Serverless Environments

Nov 22, 2024
VideoThumbnail
2:51

How to Start, Connect, and Enroll Amazon EC2 Mac Instances into Jamf for Apple Mobile Device Management

Nov 22, 2024
VideoThumbnail
39:31

AWS re:Invent 2023: What's New in AWS Amplify for Full-Stack Web and Mobile App Development

Nov 22, 2024
VideoThumbnail
2:53:33

Streamlining Patch Management: AWS Systems Manager's Comprehensive Solution for Multi-Account and Multi-Region Patching Operations

Nov 22, 2024