Monitor agents on a call

Publisher

Cisco Webex Help Center

URL

https://help.webex.com/en-us/article/nda5iqeb

Published

2026-08-20

Updated

unknown

Accessed

2026-09-23

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Barge In is unavailable when the call is already monitored by another supervisor, when the agent is in a consultation call, or while monitoring is paused. in context
• Clicking Barge In turns the supervisor's microphone on and makes them a participant in the call. in context
• Barge In is not available when the supervisor's desktop telephony is disconnected. in context
• Clicking End Listen ends the monitoring activity and disconnects the supervisor from the call, including after a barge-in. in context
• A supervisor can monitor only one agent at a time. in context
• During monitoring, Pause temporarily mutes the monitored call audio and Resume continues listening. in context
• After Listen, a monitoring request pop-over appears; once the supervisor answers the call, the monitoring control pane appears and they hear the live conversation as a silent participant. in context
• To monitor a call, the supervisor opens Monitor > Interactions, selects the interaction on the Active tab, clicks View in the Actions column, and clicks Listen in the interaction details. in context
• The current Supervisor Desktop monitoring articles describe Listen, Pause, Resume, Barge In and End Listen and no whisper or coach control. inferred 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-b

BibTeX

@misc{warmtransfer-cisco-help-nda5iqeb-wxcc-monitor-agents-on-call-b,
  title  = {Monitor agents on a call},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-nda5iqeb-wxcc-monitor-agents-on-call-b},
  note   = {Cisco Webex Help Center, accessed 2026-09-23}
}