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How to Implement Silent Monitoring and Barge-In Using Amazon Connect Streams API in a Custom Supervisor Dashboard?

0

I am developing a custom supervisor dashboard using the Amazon Connect Streams API. The primary goal is to provide supervisors with the ability to perform silent monitoring and barge-in functionality on ongoing calls.

Current Setup:

  • I am using the Amazon Connect Streams API to manage agent interactions.
  • I can successfully retrieve contact details, such as ContactId, using the GetCurrentMetricData API which i wrote in Lambda function.
  • I want to enable supervisors to silently monitor active calls and barge-in.

Problem:

I haven't found any direct methods within the Amazon Connect Streams API documentation that support silent monitoring or barge-in functionality for another agent. I'm looking for guidance on how to implement them effectively.

Topics
Business Applications
Tags
Amazon ConnectMonitoring
Language
English

asked 2 years ago702 views

2 Answers
0

Hello,

I understand you are looking to implement silent monitoring or barge-in functionality in your custom solution using Streams API. To achieve this use case, you can use contact.silentMonitor() that updates the monitor participant state to silent monitoring mode. Additionally, for barge-in functionality, you can use contact.bargeIn() that updates the monitor participant state to barge mode.

I hope the above information clarifies your question.

Thank you.

AWS

answered 2 years ago

  • S_Ali
    2 years ago

    hello Ayub, thanks for comment. These methods are only execute when we call them with contact object but in custom solution we dont have the contact object of another's agent active contact we only can grab the contat details from GetCurrentMetricData API. in response we get contactId can we make a contact oject from contactId or anyother comment will be helpful

0

Since you are calling the GetCurrentMetricData, you will need to initiate this through MonitorContact to do either monitor or barge. https://docs.aws.amazon.com/connect/latest/APIReference/API_MonitorContact.html Then you can use the stream API mentioned to manage and session

AWS

answered 2 years ago

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