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, Continuous Listen, and Take Over Call.
Supervisors can monitor live agent conversations and intervene when necessary. Depending on their permissions, supervisors can listen silently, coach agents using Whisper, join the conversation using Barge-In, or assume ownership of the interaction using Take Over Call. These controls help supervisors support agents, manage escalations, and ensure customer issues are resolved effectively.
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.
Permissions
Users must have the following permission assigned to use supervisor functionalities. You can find these settings at All Settings → User Management → Global Roles. Click the three‑dot menu next to the role and select Edit. Then scroll to the Role Permissions section, expand Sprinklr Voice Call Controls, and enable the following permissions.
Barge-in
Whisper
Voice Continuous Listen
Voice Take Over Call
If the Voice Take Over Call permission is not assigned, the Take Over Call option will not appear in the call controls.
Supervisor Case/Call Actions
Note: Supervisors in Listen, Whisper, Continuous Listen, or Take Over Call mode will remain connected and will hear the conversation between the agent and the consulted colleague during warm transfers or conference scenarios.
To use Whisper, Barge-In, or Take Over Call, the supervisor must first start listening to the call.
After a supervisor starts listening to an active call, they can use the following controls to intervene at different stages of the customer interaction.
Journey: Listen → Whisper → Barge-In → Take Over Call
Action | Description |
Monitor the conversation without being heard. | |
Speak privately to the agent. The customer cannot hear the supervisor. | |
Join the conversation and speak with both the customer and the agent. | |
Become the primary participant on the call and continue the conversation with the customer. |
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.
Take Over a Call
Supervisors assume ownership of an active customer call while monitoring an agent interaction.
Steps to take over a call
Start monitoring an active agent call using Listen.
In the Call Controls, select Take Over Call.
Confirm the action, if prompted.
After the action is completed:
- The agent is disconnected from the call.
- The supervisor becomes the primary participant.
- The customer remains connected to the call without interruption.
Note: The Take Over Call option becomes available only after a supervisor starts listening to a call. It appears alongside the existing Whisper and Barge-In controls.
Additional Capabilities
Continuous Listen Handling - Supervisors can use Continuous Listen while working in multiple tabs.
When Continuous Listen is started, the call controls (such as end or manage session) will now appear properly, even if multiple tabs are open.
Supervisors can manage or disconnect the listening session without switching tabs.
Dialer Preview Rules - If an agent needs a dynamic dialer setting, they can enable Dialer Preview Rules. Based on the configuration, the system will automatically select the appropriate dialer. Refer to Dialer Preview Rules to configure and use these rules.
Note: The Dialer Preview Rules are DP controlled. Work with your Success Manager to enable this feature.
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