Drop your supervisor leg from a monitored call without ending the customer-agent conversation, log the action, and move on to the next call you want to monitor.
- Open the Omni-Channel Supervisor app
From the App Launcher, select Omni-Channel Supervisor. The dashboard shows active agents and any calls in progress.
- Locate the call you joined
The supervised call shows your presence indicator (silent, whisper, or barge) next to the agent's row. Click the agent to expand the call detail.
- Click Disconnect
The disconnect button is on your presence row, separate from the call's own End Call button. Click it.
- Verify the leg dropped
The presence indicator next to your name disappears from the agent's call row. The agent's softphone confirms in real time. The customer-agent call continues normally.
- Move on or join another call
Return to the dashboard. Click another agent to monitor, or close the supervisor app if your session is done.
- Review the audit log
Within a few minutes, the VoiceCallParticipant row for your presence shows the disconnect timestamp. Quality dashboards pick it up on their next refresh.
Supervisor hears the call; neither agent nor customer hears the supervisor. Disconnect removes the silent leg.
Supervisor speaks privately to the agent. Disconnect cuts whisper audio and removes the supervisor.
Supervisor joins audibly with the customer. Disconnect removes the supervisor; the customer-agent leg continues without re-announcement.
Call recording is independent of supervisor presence and continues through the disconnect.
- The Disconnect button on your presence row is different from the End Call button on the customer-agent leg. Clicking End Call ends the entire call; clicking your Disconnect drops only your leg.
- Whisper audio cuts immediately on disconnect. If you are mid-sentence coaching the agent, the agent loses the rest of what you were saying.
- Voice vendor differences mean the disconnect timing can vary by a second or two between Amazon Connect and partner carriers. Calibrate before relying on the timestamp for precise reporting.
- Compliance announcements at the call start cover the entire call. A supervisor joining and disconnecting mid-call does not require a new announcement, but rejoining the same call later might depending on jurisdiction.