Real-Time Agent Monitoring

To access this section, you will need to click on the agent’s X (extension) in order to view their current information.

Here you will find several options:

• Listen:
  Allows you to listen to the conversation during the call.
• Whisper:
  Allows you to intervene, but you will only be able to speak to the agent (the customer will not hear you).
• Barge:
  Allows you to fully join the call between the agent and the customer.
• Force Out:
  Forces the agent to be logged out of the system, regardless of their current status (on a call, on pause, available, etc.).