Amazon Connect launches API for monitoring live contacts

Amazon Connect now provides an API to programmatically initiate supervisor monitoring on an ongoing contact. Today, contact center supervisors can monitor live conversations between agents and customers by selecting which conversations to monitor via the real-time metrics page in Amazon Connect. Using the new MonitorContact API, businesses can now build custom supervisor dashboards that include the ability to initiate monitoring on a specific contact. The MonitorContactAPI is available in the following [AWS Regions](/about-aws/global-infrastructure/regional-product-services/): US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). To learn more about the MonitorContact API, see the [API documentation](https://docs.aws.amazon.com/connect/latest/APIReference/API%5FMonitorContact.html) or the [Amazon Connect Administrator Guide](https://docs.aws.amazon.com/connect/latest/adminguide/monitor-conversations.html). To learn more about Amazon Connect, the easy-to-use omnichannel cloud contact center, visit the [Amazon Connect website](/connect/).