You can access supervision widget actions within the ‘Live Service Sessions’ or ‘Live Agent Sessions’ widgets to directly supervise an ongoing call.

(lightbulb) The green highlighted row represents a currently supervised session.

(tick) Precondition: The state of the session must be "Connected". Afterwards the supervision options are shown. The modes ("Listening", "Whiper" and "Barge In") are explained below.

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

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

 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.