Monitoring calls

Supervisors can listen to or participate in active calls between agents and callers. Contact Center Client enables a supervisor to participate in agent calls in three modes:

• Silent Monitor mode: enables supervisors to join a call in progress and listen to the agent's call with the customer without the agent being aware that they are being monitored
• Coach mode: enables supervisors to join a call in progress and speak to the agent without the customer being aware that the supervisor is on the call
• Barge mode: enables supervisors to join a call in progress and speak directly to the agent and the customer