Issue with Monitoring Agent Chats Using Amazon Connect Streams API

[SaqibOctave]

Hi,

I'm developing a custom supervisor dashboard using the Amazon Connect Streams API. The dashboard is designed to enable supervisors to monitor voice calls and chat interactions of agents. While the voice call monitoring and barge-in functionalities are working perfectly, I'm encountering an issue when trying to monitor chat sessions.

contact.getAgentConnection().getMediaController()

According to the documentation, getMediaController() should return the chatController promise for chat monitoring. However, when I attempt to monitor an agent's chat session, I receive the following error:

Media Controller is no longer available for this connection.

I'm not sure why this error is occurring. The voice monitoring works as expected, but chat monitoring fails with this error. Has anyone else encountered this issue or know what might be causing it? Any insights or suggestions on how to resolve this would be greatly appreciated.

[seiyako]

Hi, did you load ChatJS as well?

[SaqibOctave]

hi @seiyako Yes, I have added the Chat_js streams as well, My whole functionality works perfect in normal cases but errors occure while monitoring

[SaqibOctave]

@jagadeeshaby

[SaqibOctave]

Hi @seiyako
this is what i am doing
if(contact.getAgentConnection() && contact.getAgentConnection().getStatus().type === 'silent_monitor'){

      console.log("[Chat Controllers ] >>  agent connectipon", contact.getAgentConnection())

     
        // chat users
            contact.getAgentConnection().getMediaController()
            .then((controller : any)=>{
             console.log("[Chat Controllers ] >>  controller", controller)
            }).catch((error)=>{
             console.log("[Chat Controllers ] >>  controller", error)

            });
            and i got this
            Media Controller is no longer available for this connection.

[tannera926]

Instead of checking if the agent connection status is 'silent_monitor', I would use the connection.isSilentMonitor() API. This is what we use in the CCP and is more reliable than checking the connection status.

[vvgoyal]

@SaqibOctave have you tried the api mentioned above?
are you still facing this issue?