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How to implement Chat monitoring in customize amazon connect dashboard?

0

I am working on Supervisor dashboard using amazon connect streams, and amazon connect chat_js streams. For monitoring first i call the Amazon connect monitoring API and then use connect streams to switch between Monitoring and bargein. Chat is successfully works in normal case, mean agent to customer chat working perfect. but when supervisor is monitoring in custom view he is not able to get the Media controller. which means he is not able to see the live conversation/messages of agent and customer. but when i check in default CCP i can see the live conversation. Any help will be appriciated.

Topics
Application IntegrationManagement & GovernanceMachine Learning & AIBusiness Applications
Tags
Amazon ConnectMonitoringAWS Chatbot
Language
English
asked a year ago276 views
1 Answer
0

To implement chat monitoring in your custom Amazon Connect dashboard, follow these steps:

1.Ensure Proper API Usage: Use the Amazon Connect Streams API correctly. Supervisors need to call the MonitorContact API to start monitoring.

2.Check Permissions: Make sure supervisors have the necessary IAM permissions to monitor chats.

3.Handle Media Controller: To show live conversations, ensure the chat session is initiated correctly using connect.ChatSession. Replicate the default CCP's behavior if needed.

4.Use the Chat SDK: Use the Amazon Connect Chat JS SDK to simplify chat monitoring integration https://github.com/amazon-connect/amazon-connect-chatjs

5.Debugging: Check network requests, WebSocket connections, and error logs to troubleshoot issues. If you face specific issues, double-check permissions and WebSocket setups.

EXPERT
answered a year ago
  • S_Ali
    a year ago

    Hi thank you for your answer I am using MonitorContact API to start the monitoring, My user have the permissions to monitor a chat, I am doing something like this let otherAgentChatConnection = contact.getConnections()[1]; if(otherAgentChatConnection.isActive() && otherAgentChatConnection.getStatus().type === 'connected'){ try { console.log("[Chat Controllers ] >> otherAgentChatConnection inside try block") otherAgentChatConnection.getMediaController().then((chatController)=>{ console.log("[Chat Controllers ] >> chatController", chatController); }).catch((error)=>{ console.log("[Chat Controllers ] >> error", error); })

          } catch (error) {
          console.error("Error retrieving chat controller:", error);
      }
      }

    But i am not able to get the chat controller.

  • S_Ali
    a year ago

    I also tried to get the current agent's media controller but i got the error that no media controller for that connection. Can you please help me out.

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