How do I use the Barge/Intrusion feature?

Supervisors (with the role enabled), have the option to Listen, Whisper and Join active agent calls.

Note: the Listen feature is set as a role within the Admin-Security settings.

The Listen, Whisper and Join options will be displayed on the right-hand side of any active calls.

Mouse hover over each one to see a description for each one.

Listen – allows supervisor to listen in on an agent’s live call.

Whisper – allows a supervisor to talk to the agent on a live call

Join – allows the supervisor to join the call with the agent, supervisor and customer.

Related Content:

Supervisor | How do I view and manage the agents in my Queue(s)?

Supervisor | Where can I see my queue call statistics?

Product Video: Shows how supervisors can manage their agents availability, call readiness status, see live call queue statistics and using the barge features (Listen, Whisper and Join).