Barging into an agent call

The Barge In feature allows the supervisor to directly enter an active call and engage in conversation with the agent and customer. This enables the supervisor to handle calls that require better call handling.

Start service observing for the agent you want to observe.
Click the Barge In icon to enter the active call.
The Service Observing work item (with a binocular icon) interaction appears on the supervisor screen, with the Barge In and Listen In toggle buttons. When you switch to the Barge In option, you to enter in to the agent-customer interactions area, and when you switch to the Listen In option, you to listen to the agent-customer interaction. By default, the Listen in option is turned on.

The agent's work item window expands to display the supervisor name and an Observing tag to indicate the supervisor intervention.
To end the barge in session, click the Listen In button.
The Listen In button becomes a Barge in button and service observing is restored.