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.).