Authorize supervisors to intercept active calls, and silently monitor, coach the agent, or speak with both the agent and caller. While commonly used for call center monitoring, quality assurance and training, Monitor, Coach and Barge-In features can be implemented on any phone in your office (not just agents who belong to automatic call distribution centers or queues).
- Monitor: The supervisor can listen into a call without the agent or caller knowing.
- Coach: The agent knows the supervisor is on the call, but the caller does not—great for training purposes.
- Barge-In: The supervisor joins the call and converses with both parties.