In this blog post, we describe how administrators of a fictitious company, Octank, restrict user access to real-time metrics of agents, queues, and routing profiles, including live monitoring and barge-in on agents. A tag-based approach provides flexibility and scalability to support these dynamic access control needs of contact centers.
To comply with these privacy regulations, contact center administrators are often required to enforce least-access permissions to sensitive resources used within their contact centers, especially real-time metrics.Ĭontact Centers often require access controls to separate lines of business or organizations. Furthermore, as mentioned in the previous blog post, organizations today are challenged by an evolving privacy and regulatory landscape, which can vary by geography, industry, or business need. Contact center supervisors, managers, compliance, workforce analysts, and others monitor the real-time performance of their contact center, including agent, queue, and routing profile performance, using the real-time metrics dashboard in the Amazon Connect console.
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