Supervisors can not only listen to live calls but also barge in when necessary.
Barge In allows a supervisor to actively join an ongoing call to assist the agent and customer in real time.

This guide explains how Barge In works, what each participant experiences, and how it affects recordings.

Note: To access this feature, your agent role must have the view_contact_center_dashboard & monitor_live_calls permission enabled.

What Is Barge In?

Barge In allows a supervisor to join an active call as a third participant.
Unlike Listen mode (which is silent and invisible), Barge In is fully audible — all participants can hear the supervisor once they join.

You can only barge in after you have already started listening to a call.

How to Barge In

1. Start by listening to an active call from the Live Dashboard.
2. Once in Listen mode, click the Barge button.
3. You will immediately join the ongoing call as a third participant.

While barging in:

• The caller will hear you.
• The agent will hear you.
• You can speak freely to both participants.

You may:

• Leave the call at any time
• Or end the barge and return to silent monitoring

What Participants Experience

Caller

• Listen mode: Caller does not know someone is monitoring.
• Barge in: Caller hears a brief notification tone and then hears the supervisor speaking.

Agent

• Listen mode: Agent does not know someone is monitoring.
• Barge in: Agent hears the same entry tone and then hears the supervisor join the call.

Recording and Ticket Behavior

• Only agent–caller conversations are recorded.
• Listen mode is not recorded.
• Barge In conversations are included in the call recording.

The ticket shows:

• A single continuous recording file
• The barge-in supervisor listed as an additional participant

If call transcription or summaries are enabled, they are generated from this single recording.

When Should You Use Barge In?

Supervisors typically use Barge In when:

• An agent requests real-time assistance
• A call is escalating and needs intervention
• A new or training agent needs help handling a scenario
• Immediate clarification is needed to avoid customer frustration

Summary

Barge In empowers supervisors to step into ongoing calls when needed, ensuring better coaching, faster resolutions, and high service quality.
It provides a direct way to assist agents and customers while maintaining full visibility through recordings and reporting.