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Supervisor Coaching to Agent on a call in the Amazon connect

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There is no coaching option for the Supervisor on monitoring the Agent in the connect instance, We needs to turn the speaker off of the customer when the supervisor speaking to the Agent, and need to turn again the speaker on when he finished talking to the Agent. Is there any way in the Connect streams to do this.

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Intégration d'applicationsApplications commerciales
Balises
Amazon Connect
Langue
English
Aanto
demandé il y a 9 mois287 vues
1 réponse
2
Réponse acceptée

Not possible out of the box and I'm not sure if you mean stream (custom CCP) or streaming the audio. I suspect the delay in streaming would be to great. The only thing I can think of is creating a custom CCP, where the supervisor can be typing instructions to the agent when the supervisor barges in on the call.

david

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dmacias
répondu il y a 9 mois
  • Aanto
    il y a 9 mois

    thanks, where I can enable that typing instructions

  • Zak Moonblade
    il y a 9 mois

    @Aanto this would be a feature that a developer would have to create.

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