You can access supervision widget actions within the ‘Live Service Sessions’ or ‘Live Agent Sessions’ widgets to directly supervise an incoming calls. The green highlighted row represents the current supervised session.

(lightbulb) This functionality currently only supports incoming service tasks / calls. There is no support for (inbound / outbound) direct calls or "call as" impersonation calls.

(tick) Precondition: The state of the session must be "Connected". Afterwards a set of supervision options is shown (Listening, Whiper and Barge In).

Screenshot of the Actions menu on the Live Service Sessions Widget

Actions menu of Service Session Supervision

Supervision modes

There are three modes / variants of supervision

 Listening Mode 

'Listening mode' allows the supervisor to join the session between the Agent and customer (call or chat). In this case, the supervisor may only to listen to a conversation. This mode can be set by clicking 'Listening' button ( ) in the actions menu. 

 Whispering Mode 

'Whispering' mode allows the supervisor to join the session between the Agent and customer (call or chat). In this case, the Agent is able to listen and discuss with Supervisor during the conversation. This mode can be set on clicking 'Whispering' button ( ) in the actions menu. 

 Barge In Mode 

'Barge In' mode allows the supervisor to join the session between the Agent and customer (call or chat). In this case both the Agent and customer are able to listen and discuss with Supervisor during the conversation. This mode can be set on clicking 'Barge In' button ( ) in the actions menu.