AWS connect documentation change
Summary
Added detailed information about enhanced multi-party contact monitoring, including new sections about important considerations and how to enable the feature
Security assessment
The changes provide more detailed feature documentation but do not address security vulnerabilities or add security-specific content
Diff
diff --git a/connect/latest/adminguide/monitor-conversations.md index f61385008..24c65ec05 100644 --- a/connect/latest/adminguide/monitor-conversations.md +++ b/connect/latest/adminguide/monitor-conversations.md @@ -5 +5 @@ -# Enable multi-party contact monitoring in Amazon Connect Contact Lens +Important things to knowHow to enable enhanced multi-party contact monitoring @@ -7 +7 @@ -Enhanced contact monitoring enables you to host up to 6 participants on a contact. Two supervisors can monitor the call. +# Enable enhanced multi-party contact monitoring in Amazon Connect @@ -9 +9,3 @@ Enhanced contact monitoring enables you to host up to 6 participants on a contac -For example, you can have a group of 6 participants in the call at the same time. Two supervisors can monitor the call. The two supervisors can do two silent monitor sessions, or one silent monitor and one barge-in session. +Enhanced contact monitoring enables agents to [host](./multi-party-calls.html) up to 6 participants on a contact. Two supervisors can [monitor](./monitor-conversations-howto.html) the call. It also enables managers to [barge](./monitor-barge.html) into conversations. + +For example, agents can have a group of 6 participants in the call at the same time. Two supervisors can monitor the call. The two supervisors can do two silent monitor sessions, or one silent monitor and one barge-in session. @@ -34 +36,20 @@ There is no limit to the number of conversations that can be monitored in an ins -###### To enable enhanced monitoring +## Important things to know + + * New events are added to the agent event stream when you choose **Enhanced contact monitoring capabilities** on the Amazon Connect console. + +If you choose to start with the default three-party capability enabled by the [Set recording and analytics behavior](./set-recording-behavior.html) block, and then later switch to **Enhanced contact monitoring capabilities** , know that new events will be added to the agent event stream. This will cause problems if you have customized your contact center based on the previous agent event stream. + + * By default, calls can have three participants, such as two agents and a caller, or an agent, a caller, and an external party. When you enable enhanced contact monitoring, the agent's experience changes. See [Comparison of multi-party and three-party functionality](./three-party-multi-party-comparison.html). + + * This feature is only available in CCPv2. That is, the URL to access the CCP is https://i`nstance name`.my.connect.aws/ccp-v2/ and the URL to access the agent workspace is https://`instance name`.my.connect.aws/agent-app-v2/. It's also available in custom CCP using Amazon Connect Streams.js. + + * Before enabling the multi-party calls, if you are using Contact Lens or planning to do so in the future, see [Multi-party calls and conversational analytics](./enable-analytics.html#multiparty-calls-contactlens). Contact Lens supports calls with up to 2 participants. We recommend that you disable Contact Lens in the [Set recording and analytics behavior](./set-recording-behavior.html) block for contacts that are expected to have 3 and more participants. + + * In custom CCPs, use the updated Amazon Connect Streams API to enable multi-party calling, up to six parties. See the [Amazon Connect Streams](https://github.com/amazon-connect/amazon-connect-streams/blob/master/Documentation.md#connectcoreinitccp) documentation on GitHub. + + * AWS GovCloud (US-West): You can't enable this feature using the console user interface. Instead, use the [UpdateInstanceAttribute](https://docs.aws.amazon.com/connect/latest/APIReference/API_UpdateInstanceAttribute.html) API or contact AWS Support. + + + + +## How to enable enhanced multi-party contact monitoring @@ -57 +78 @@ To use the Amazon Web Services Documentation, Javascript must be enabled. Please -Comparison of three-party and multi-party functionality +Comparison of multi-party and three-party functionality