Barge-in/monitoring functionality for new agents to listen in

Hello Team,
Quite an obvious thing which is being asked for obvious reasons but unable to find a perfect way so far.

We want to give new agents a functionality to listen to their teams real-time calls but the process to do so means the agent need to be a supervisor of that team which is prone to problems and one might forget to take them away later.

Any thoghts?


Hi, have sorted this, no need to make them the team supervisor but surely, they need to be a part of team they are listening to otherwise, they need supervisor access to that team. Assign the following privileges through a specific role:
Suggested Privilege’s: Login to Agent Desktop, Send internal chats, Use Favorites tab, Use Recent Calls tab, Monitor interactions, View real-time agent metrics