Call Barge

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 in the voice tab, identify the agent on a live call you wish to barge 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