Troubleshoot agent conversation monitoring
ability in Amazon Connect
The following table explains how to resolve error messages (exception messages) that may be displayed when you use Amazon Connect to monitor live agent conversations with contacts.
| Error message | Resolution | Exception type | Exception code |
|---|---|---|---|
You do not have access to the agent. Contact your admin to learn more. |
You must enable the service linked role for the instance. See Use service-linked roles and role permissions for Amazon Connect for information about enabling the role. |
AccessDeniedException |
403 |
One or more of the input parameters are invalid |
A developer needs to make sure that the input parameters for the
|
InvalidRequestException |
400 |
Monitoring failed, please enable call recording |
In the flow, make sure that the Set recording and analytics behavior block is configured to allow call recording for both the agent and customer. |
InvalidRequestException |
400 |
User's phone number is invalid |
Check that the phone number associated with the agent's deskphone meets following requirements:
|
InvalidRequestException |
400 |
The contact or agent is not in the state that can be monitored |
The contact is not in an active state. The agent or customer may have disconnected from the call or chat before the monitoring request could be processed. Choose another contact to monitor. |
InvalidRequestException |
400 |
Monitoring failed, please enable multi party conferencing feature |
The Amazon Connect instance must have the multi-party calls and enhanced monitoring feature enabled. In your instance settings, choose Enable Multi-Party Calls and Enhanced Monitoring. For instructions, see Update settings for your Amazon Connect instance. |
InvalidRequestException |
400 |
No AGENT participant found in the contact |
The call or chat doesn't have an active agent who is connected to it and working on the contact. Choose another contact to monitor. |
InvalidRequestException |
400 |
MonitorContact is not supported for |
The monitoring feature is supported only for voice and chat contacts. Choose a voice or chat contact to monitor. |
InvalidRequestException |
400 |
AllowedMonitorCapabilities must be provided and have
|
If your Amazon Connect instance has the multi-party calls and
enhanced monitoring feature enabled, the developer must make sure to
pass the |
InvalidRequestException |
400 |
One or more of the request resources were not found |
A developer needs to make sure that the resources in the
|
ResourceNotFoundException |
404 |
Internal service exception |
The request processing has failed because of an unknown error, exception, or failure with an internal server. Wait a bit and then try again to monitor the contact. |
InternalServiceException |
500 |
Service quota has been exceeded |
There are certain limits on how many contacts a supervisor can monitor at a time or how many supervisors can monitor one contact. Check the limits for the voice and chat contacts on the Amazon Connect feature specifications page. |
ServiceQuotaExceededException |
402 |
Another request with same clientToken is in progress |
In the MonitorContact action, a |
IdempotencyException |
409 |
Access denied |
You don't have the appropriate permissions in your security profile to perform this action. For a list of the security profile permissions required for monitoring conversations see Assign permissions to monitor live conversations in the Amazon Connect Contact Control Panel (CCP). |
AccessDeniedException |
403 |
Too Many Requests |
The API TPS quotas have been exceeded. Submit a request for a TPS quota increase. For instructions, see Requesting a quota increase. |
ThrottlingException |
429 |
