Source record · tier 2 current vendor documentation

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: 2026-08-20
Updated: unknown
Accessed: 2026-09-16
HTTP status: 200
License: Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

If the agent starts a consult after the supervisor has barged in, the supervisor is put on hold and the barge-in resumes automatically when the consult ends. in context
If Barge In is unavailable, the documented causes to rule out are: monitoring not yet started, monitoring paused, agent on a consult, another supervisor already monitoring, and desktop telephony disconnected. inferred in context
Clicking Barge In while monitoring turns on the supervisor's microphone and makes the supervisor a participant in the call. in context
During a barge-in the supervisor cannot transfer the call, drop the agent, start a consult or start a conference. in context
Barge-in is unavailable when the supervisor's desktop telephony is disconnected. in context
When several supervisors try to monitor the same agent at once, the first request starts and later requesters get an error. in context
Monitoring and barge-in controls in Supervisor Desktop are managed only from the Interactions page. in context
Barge-in is unavailable while monitoring is paused; the supervisor has to resume monitoring first. in context
An agent can be monitored by only one supervisor at a time. in context
Pause temporarily mutes a monitored call for the supervisor, and Resume continues monitoring. in context
Supervisors can monitor how agents handle personal callbacks. in context
In Webex Contact Center Supervisor Desktop a supervisor can listen to a live agent-customer voice conversation as a silent participant. in context
If the monitored agent transfers the call to a different team or queue, the monitoring session ends. in context
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. in context
A supervisor cannot barge into a call while the agent is already in a consult. in context
A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging. in context
Barge in is unavailable when the supervisor's desktop telephony is disconnected. 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. in context
Where 2 supervisors request monitoring of the same call, one request succeeds and the other supervisor is shown an error. in context
The article calls monitoring silent and describes the barge as the supervisor's microphone turning on so that they become a participant. in context
A supervisor must complete monitoring before signing out. in context
The Monitor agents on a call article names no permission, role, entitlement or profile; those 4 words occur 0 times in it. in context
The Monitor agents on a call article does not mention recording; record and recording occur 0 times in it. 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. in context
A supervisor cannot barge into a call while monitoring is paused and must resume monitoring first. 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. in context
A supervisor who has barged in cannot transfer the call, drop the agent, consult or conference. 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. in context
If the agent transfers the call to a different team or queue, the monitoring session ends and an error message is displayed. in context
The article that documents the live-call supervisor controls names no permission, privilege, role or user profile anywhere in its body. 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. in context

Cite this source record

APA

WarmTransfer. (2026, August 20). 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 2026-09-16}
}