I received the following error when trying to start monitoring a live chat in Amazon Connect.
Error while loading chat transcript amazon connect
Please try again. If the error persists contact your administrator.
This seems to be a glitch in Amazon connect. The steps I found to replicate this issue are:
Open the CCP
Take a chat
That chat is ended either by you or the customer
Set my CCP to offline
The disconnect flow is used to reconnect the customer to another agent
I try to monitor that specific chat
It seems you are not able to monitor a chat which you disconnected from and which is then connected to another agent. I would imagine this same issue applies to transfers but I did not test this.
How to use live chat monitoring in Amazon Connect
If you were not aware of live chat monitoring in Amazon Connect, it is a very useful feature which allows users with the correct permissions to monitor other agents on-going chats.
AWS Docs on the subject: https://docs.aws.amazon.com/connect/latest/adminguide/monitor-conversations.html