Supervisor call monitoring

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Supervisors can monitor live customer interactions and respond to agent help requests by listening-in, coaching, or barging-in to calls. All supervisor actions taken after accepting a Help Request from an agent are logged with timestamps for audit and reporting.

    Supervisor call monitoring overview

    Supervisors can accept help requests from agents and take the following actions from their workspace:
    • Monitor (silent)
    • Coach
    • Barge In
    Each action taken after a Help Request is accepted and recorded with a timestamp. The feature supports Chat, Messaging, and Voice interactions and integrates with conversation-monitoring and supervisor dashboards. Supervisors receive notifications when:
    • A Help Request is assigned to them
    • An agent cancels a Help Request
    For more information, see:

    Dependencies

    Enable the following capabilities to view and use the call monitoring features in the Active call and Global call list:
    Contact Center as a Service (CCaaS) integration:
    Contact centers must enable the call monitoring capability when integrating with the native call controls via Interaction Controls Component (ICC) and OpenFrame.
    Native call controls must be available through ICC and OpenFrame.
    ICC must support supervisor action controls.
    Role-based access and permissions:
    Supervisors must have the  awa_manager  role.
    When a supervisor with the awa_manager  role views an interaction, the CCaaS is notified and configures the call controls accordingly.
    UI controls:
    On enabling the feature, the action buttons for Monitor, Coach, and Barge In display as actionable icons on the supervisor's call interface.
    Supervisors can leave a call using the Disconnect button.
    Help Request data model
    Each supervisor action triggered through a Help Request is logged with a timestamp.
    The system tracks the Help Request status and supports Search for audit and analytics.
    Supervisor actions are scoped to the relevant tenant or domain.
    Analytics integration
    Reporting modules must be integrated to capture supervisor action data.
    Feature availability depends on product and license purchase.

    Workflow

    The following steps define a typical workflow for a supervisor-initiated call monitoring:
    1. The supervisor views a dashboard of active calls and agent interactions. They can select an active interaction and choose to monitor, coach, or barge in, depending on the scenario and their permissions.
    2. If an agent submits a Help Request, the supervisor receives a notification and selects  Confirm  to accept it.
    3. After acceptance:
      • Available actions are enabled.
      • The Help Request status changes to  In Progress.
      • The  HelpProvidedBy  field is set to the supervisor.
    4. The supervisor can disconnect from the call at any time.
    5. The agent can close the Help Request during the session and submit a new one as required.
    Nota:
    Silent monitoring isn’t visible to the agent.

    Scenarios

    Scenario 1: Supervisor accepts a Help Request:
    After a supervisor accepts a Help Request:
    • Monitor, Coach, and Barge In options are enabled in the Active Call window.
    • The Help Request interaction flag in the system is set to false.
    • The Help Request status updates to  In Progress.
    • HelpProvidedBy  in the system is set to the accepting supervisor.
    Scenario 2: Agent closes a Help Request:
    While a Help Request is in progress, the agent can close it:
    • The Help Request button updates to enable agents to close the request.
    • The system records the closed status.
    • A confirmation alert displays.
    • The agent can submit a new Help Request after closing a current one for additional help with the same call, or for a new one.