Joining an agent on a call

As a supervisor, you can barge into a call between an agent and a customer while monitoring the agent’s interaction. It allows you to directly speak with the customer and take over the call.

To join an agent's call:

  1. Navigate to the Supervisor Workspace page.

  2. From the Agents table, identify the agent you would like to monitor.
  3. Click the agent's avatar or select Show more (). Then, select [Monitor agent name].

  4. From the Monitoring tool bar, select Join call to barge into the agent's live call.