---
title: Live Call Monitoring Operations (Agent Coaching and Monitoring)
slug: contact-center/qjS--floating
docTags: 
createdAt: 2026-01-05T08:23:20.750Z
---

# Overview

Monitoring Operations allow the Supervisor to intervene or observe a live call session through a floating panel accessed by clicking on an agent's record in the Live Monitoring screen. These functions are only highlighted when the agent is on a call, with the exception of the "Force Logout" function.

# Common Monitoring Operations (Voice Campaigns)

In all voice-based Live Monitoring tabs (Inbound, Outbound, and Parallel Predictive Campaigns), the Supervisor has the capability to perform the following real-time operations on an agent's active call through a floating window:

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**Snoop (Listen/Monitor)**
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This feature is used when the Supervisor wants to **listen to the conversation** between the agent and the customer on a live call. While a call is being snooped, **both the agent and the caller will remain unaware** of the Supervisor’s activity.

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***Use Cases & Benefits (External Research)***
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- **Quality Assurance (QA):** Allows managers to conduct **silent, non-disruptive monitoring** of agent-customer interactions to ensure adherence to company policies, scripts, and service standards.
- **Performance Assessment:** Enables the collection of **unbiased, real-time data** on an agent's typical performance without altering their behavior.
- **Identifying Training Gaps:** Helps supervisors uncover systemic issues in agent knowledge or current call center scripts.

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Whisper
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This feature is used when the Supervisor wishes to **guide or assist the agent** during a live call. The **Customer will only hear the voice of the agent** and will **not hear the Supervisor**.

***Use Cases & Benefits (External Research)***

- **Real-Time Coaching:** Enables Supervisors to provide **instant, discreet advice** to an agent (e.g., correct a misstatement or offer critical product information).
- **New Agent Onboarding:** Acts as a **safety net** for new or struggling agents, boosting their confidence and allowing them to handle live calls sooner with expert backup.
- **Complex Queries:** Helps agents navigate difficult or unique customer problems without placing the customer on hold, leading to **faster issue resolution**.

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Barge
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Barge allows the Supervisor to **take ownership of the call**. When a supervisor barges, the **Agent goes on Mute-mode automatically** but can still listen to the conversation between the customer and the Supervisor.

### Use Cases & Benefits

- **Handling Escalations:** Allows the Supervisor to **immediately intervene** when a customer requests a manager or a call is deteriorating.
- **De-escalation of High-Stress Calls:** Enables a senior, experienced team member to take full control of a conversation, especially with **highly frustrated customers**.
- **Correcting Critical Errors:** Provides the ability to **override an agent** who is about to make a critical, policy-breaching, or compliance-related error.

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**Conference**
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The Supervisor can force a conference call, connecting themselves as a third party to the live conversation.

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**Disconnect**
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The Supervisor can forcibly disconnect a live call, terminating both the customer's and the agent's channels.

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**Force Logout an Agent**
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 The Supervisor can forcefully log an agent out of the system at any moment, regardless of whether they are on a call.

###

## Configuration parameters

| Key / parameter                    | Description                                                                                                | How to configure                                                                                                         | Constraints / allowed values                                             | Sample                               |
| ---------------------------------- | ---------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------ | ------------------------------------ |
| Snoop / Whisper / Barge node flows | Campaign-level call-flow definitions that carry the Supervisor's media stream.                             | Administrator > **Process** > **\[Process]** > **\[Campaign]** > **Monitoring** tab > Snoop / Whisper / Barge node flow. | Select from preconfigured node flows; require matching **Dial Profile**. | Default Snoop node flow.             |
| Conference Dial Profile            | Outbound leg used to dial the Supervisor into the conference.                                              | Administrator > **Process** > **\[Campaign]** > **Dial Profile** > **Conference Dial Profile**.                          | Must reference a valid voice resource.                                   | `conf-dial-profile-01`.              |
| Privilege masking override         | A Supervisor can override their own role's mask for Confer, Snoop, Whisper, or Barge within their session. | Supervisor > **Settings** > **Privileges** (if enabled on the role).                                                     | Supervisor overrides are audited and apply only to their session.        | Enable Confer for the current shift. |

:::hint{type="info"}
If the **Confer Call** privilege has been masked for a Supervisor, the **Conference** button is also hidden from the floating window. Campaign-level privileges set by the Supervisor override those set by the Administrator.
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## Limitations

- Monitoring operations are only available on **voice** interactions; chat and ticket interactions do not expose Snoop / Whisper / Barge.
- The Supervisor must have a valid **extension** selected before any of these operations can be used.
- Force Logout requires a **mandatory reason** and is captured in the audit trail.

## Related pages

- **Live Monitoring of Inbound Campaign** — supervisor dashboard that exposes these controls on voice agents.
- **Live Monitoring of Outbound Campaign** — outbound counterpart.
- **Call Barge / Call Conference / Call Whisper** — feature-level deep dives.
- **Masked Privileges / User Function Masking** — how privilege masking interacts with these controls.
- **Audit Trail** — where Force Logout / Barge / Disconnect events are recorded.

***Further Reads:***

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How to do the **[Live Monitoring of Inbound Campaign](docId\:Eh3AEhFmxQdbQkqXPWioI)** from the Supervisor Interface?
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