Supervisor Monitor and Barge
Enabling this feature
This feature can be enabled by system admins within Amazon Connect Console - Details can be found in the Call monitoring and Barge guide
Supervisors can monitor your calls remotely using the SmartAgent application. You will not be aware if a supervisor is listening into your call.
You may want to consider using the “hand Up” feature or an instant messaging service to request support from a Supervisor if you want them to listen into a call.
Supervisors may also have the option to “Barge” into the call if this has been enabled for your organisation.
They have the option to join the call and can choose to mute you as the agent, mute the customer or end your participation in the call and take over talking to the customer.
If a supervisor chooses the “Barge” option you will see another person join the call with the tag of “barging”. At this point the supervisor can speak to the customer, may choose to put you on hold, mute you or the customer and remove you from the call if required.
Your call controls may be limited to the ability to mute yourself or leave the call. You will not have the ability to affect customer call.