Call Barge

6 min

Overview

Call Barging is a real-time monitoring feature that allows a supervisor to enter a live call between an agent and a customer and speak with both parties. It is typically used for on-the-spot assistance, de-escalation, or to close a sale.

How It Works

From the supervisor monitoring console, a supervisor can see all active calls. By selecting a call, they have the option to Barge. This action immediately connects them to the call, effectively turning it into a three-way conference where the supervisor, agent, and customer can all speak to each other.

Prerequisites

The user must have supervisor-level permissions.
The agent being monitored must be on a live call.

Configuration Steps

Using Call Barge (Supervisor):
- Location: Supervisor > Monitor > Live Monitoring
- Action:
  1. In the Voice tab, identify the agent on a live call you wish to barge.
  2. Click the Barge icon (often represented by a telephone handset) associated with that agent's call.

Use Cases

De-escalation: A supervisor barges into a call with an angry customer to take over the conversation and resolve the issue.
On-the-Job Training: A supervisor barges in to assist a new agent who is struggling with a customer's complex query.
Sales Assistance: A sales manager barges into a call to help an agent close a high-value deal.

Benefits

Immediate Issue Resolution: Enables supervisors to intervene directly and resolve difficult situations in real-time.
Effective Live Training: Provides a powerful tool for on-the-spot coaching and support for agents.
Improved Quality Assurance: Allows supervisors to actively manage call quality and ensure adherence to company policies.

Limitations

Overuse of barging can undermine an agent's confidence and may be perceived as micromanagement.
There might be a brief audio change when the supervisor joins, which could be noticeable to the customer.

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