Amazon Connect now allows contact center managers to join ongoing calls

Amazon Connect now supports barge-in, a contact center capability that enables managers to help agents resolve customer issues quickly and ensure a superior customer experience. Using barge-in, managers can join and participate in an ongoing customer service call between a contact center agent and customer. After joining, a manager can speak with the customer, add participants, and even choose to remove an agent, if needed. Using Contact Lens for Amazon Connect, a manager can even define specific rules, such as low sentiment score, in order to receive a real-time alert to join a call. 

Source:: Amazon AWS