Call Control Functionalities for Supervisor Persona
Updated
Supervisors play a vital role in maintaining call quality, ensuring compliance, and supporting agents in real time. To help them monitor and manage live customer interactions effectively, the Voice platform provides several key supervisor functionalities such as Listen, Whisper, Barge-in, and Continuous Listen.
These tools allow supervisors to observe, guide, and assist agents during active calls without interrupting workflows or impacting customer experience.
Whether it’s quality monitoring, live coaching, or escalation handling, these features give supervisors full control and visibility into agent performance.
Pre-requisites
Before supervisors can monitor, coach, or barge in:
Supervisor Persona must be assigned.
Supervisors must have the appropriate Voice Application permissions.
The Voice Application through which calls are routed must be explicitly shared with the Supervisors.
Supervisor Case/Call Actions
Note: Supervisors in Listen, Whisper, or Continuous Listen mode will remain connected and will hear the conversation between the agent and the consulted colleague during warm transfers or conference scenarios.
Monitor a Call (Listen)
Supervisors listen to a live call without the knowledge of the agent or customer.
Steps to Monitor a Call:
Click the Agents icon on the Supervisor Homepage.
Select the agent you want to monitor.
Hover over the Options next to the agent’s name.
Click Listen.
Coach a Call (Whisper Mode)
Supervisors discreetly guide the agent during a call. The customer remains unaware of the coaching.
Steps to Coach a Call:
While monitoring a call, locate the call control panel on the left-hand side of the screen.
Click the Whisper option.
Barge-In a Call
Supervisors join the call as participants, converting it into a three-way conference.
Steps to Barge-In a Call:
While monitoring a call, open the call control panel on the left-hand side.
Select the Barge-In option.
Continuous Listening
Allows supervisors to monitor calls without interruption, even if a call disconnects.
Steps to Continuous Listening:
Click the Options next to the agent’s name.
Select Continuous Listening.
Use the arrow icon on the minimized call window to open the case in the Care Console view.
From here, supervisors can escalate further by using Whisper or Barge-In options. The call controls are properly displayed and functional when a supervisor activates Continuous Listening, allowing them to disconnect or manage the call when multiple tabs is enabled.
For more information, refer to Agent Monitoring Overview.