Listen, take over, transfer and change agent modes

On Contact Center Pro, supervisors can step into live work: listen to a call, whisper or barge, take it over, move it, or coach an agent in a chat. You do it from the supervisor panel of the supervisor desktop, which for now is the older Communicator desktop app. CallSprout is moving Pro supervisors to CallSprout Communicator NEXT soon.

This feature needs the Contact Center Pro plan. See plans and pricing

Listen, whisper and barge come with Contact Center Pro. You can start them three ways: by star code, with the Monitor button in the admin portal, or from the supervisor panel. The supervisor panel needs the supervisor dashboard add-on.

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Recording and monitoring laws vary by state. Your company is responsible for any notice and consent they require.

Before you start

• You can act only on queues you belong to, and some actions need extra permission. If one is missing, ask your admin.
• Listening needs call monitoring turned on for the extension you listen from. If it's off, a message says the service isn't enabled. Ask your admin, who can turn it on with a PIN or ask CallSprout support to do it.

Step into a call from the supervisor panel

This feature needs the Supervisor dashboard add-on on your account. Ask your admin or CallSprout support.

1. 1
   Step 1:

   Find the call

   Open the Queue Calls tab for callers in line, or Outbound Calls for calls going out. You can also search for an agent and hover over their name.
2. 2
   Step 2:

   Pick an action

   Choose Monitor or Listen to hear the call, Take to answer it yourself, or Transfer to send it elsewhere. On outbound calls, Hangup ends the call.
3. 3
   Step 3:

   Whisper or barge if you need to

   While you listen, you can whisper to the agent or barge in so both people hear you.

Listen from a desk phone

Dial *199 followed by the agent's extension. You hear the call, and the agent and caller don't hear you. From there you can switch to whisper or barge. See listen, whisper or barge in on a call.

Listen from the admin portal

Select Monitor on the agent's live call in the admin portal's monitor, then enter the extension you want to listen on. The listen in guide explains how it works.

Supervise a chat or email

1. 1
   Step 1:

   Start supervising

   In the omnichannel section, open the conversations view. In the conversation's Actions list, choose Supervise. It moves to a supervised list on the Chats or Email tab.
2. 2
   Step 2:

   Coach privately

   Write to the agent inside the conversation. Your messages show in grey, and the customer can't see them.
3. 3
   Step 3:

   Step in if you need to

   Choose Take over to handle it yourself, Transfer to move it, or Close to end it.

Change an agent's mode or sign them out

On the Agents tab, you can move an agent between inbound, outbound and blended work. To sign an agent out, search for them and choose Logout agent.