Monitor agents on a call

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/nda5iqeb/Monitor-agents-on-a-call

Published

unknown

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

• Four live-call monitoring rules are carried only by the older monitoring article: a barge is blocked while monitoring is paused, a barge is blocked when another supervisor is already monitoring, an agent's consult after a barge puts the supervisor on hold with automatic resume, and the losing supervisor is shown an error. fact in context
• A supervisor cannot barge into a call while the agent is already in a consult. fact in context
• A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging. fact in context
• Barge in is unavailable when the supervisor's desktop telephony is disconnected. fact in context
• When an agent consults after a supervisor has barged in, the supervisor is placed on hold and is resumed automatically when the consult ends. fact in context
• Where 2 supervisors request monitoring of the same call, one request succeeds and the other supervisor is shown an error. fact in context
• The article calls monitoring silent and describes the barge as the supervisor's microphone turning on so that they become a participant. fact in context
• A supervisor must complete monitoring before signing out. fact in context
• The Monitor agents on a call article names no permission, role, entitlement or profile; those 4 words occur 0 times in it. fact in context
• The Monitor agents on a call article does not mention recording; record and recording occur 0 times in it. fact in context
• The Monitor agents on a call article states none of the 3 supervisor monitoring boundaries the agent call article carries: the wrap up block, the drop when the monitored agent exits, and the continuation while any agent remains. fact in context
• A supervisor cannot barge into a call while monitoring is paused and must resume monitoring first. fact in context
• A supervisor cannot begin a barge while the agent is in a consultation, and a supervisor already barged in is placed on hold and resumes automatically once the consultation ends. fact in context
• A supervisor who has barged in cannot transfer the call, drop the agent, consult or conference. fact in context
• A supervisor has 4 controls on a live call, all reached from the interactions view: listen, pause and resume, barge in, and end listen. fact in context
• If the agent transfers the call to a different team or queue, the monitoring session ends and an error message is displayed. fact in context
• The article that documents the live-call supervisor controls names no permission, privilege, role or user profile anywhere in its body. fact in context
• One supervisor may monitor one agent at a time and an agent may be monitored by one supervisor; a second supervisor sees the listen control unavailable. fact in context

Cite this source record

APA

WarmTransfer. (2026, September 5). Monitor agents on a call. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-nda5iqeb-wxcc-monitor-agents-on-call

BibTeX

@misc{warmtransfer-cisco-help-nda5iqeb-wxcc-monitor-agents-on-call,
  title  = {Monitor agents on a call},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nda5iqeb-wxcc-monitor-agents-on-call},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}