WarmTransfer
webex contact center · published

What the monitoring article actually says

Verified 2026-09-05 · 10 sources · tier 2

Also known as Barge In, silent monitoring.

The Monitor agents on a call article calls monitoring silent and describes barge as the supervisor's microphone turning on so that they become a participant 6. Where 2 supervisors request monitoring of the same call, 1 request succeeds and the other supervisor is shown an error 5.

Monitoring and barge restrictions

A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging 2. A supervisor also cannot barge into a call while the agent is already in a consult 1. Furthermore, barge in is unavailable when the supervisor's desktop telephony is disconnected 3.

When an agent consults after a supervisor has barged in, the supervisor is placed on hold and is resumed automatically when the consult ends 4. In addition, a supervisor must complete monitoring before signing out 7.

Omissions in the monitoring article

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 10. The article also names no permission, role, entitlement, or profile, with those 4 words occurring 0 times in it 8. In addition, the article does not mention recording, as record and recording occur 0 times in it 9.

See also

See also What a supervisor can do and what is recorded of it. See also What an agent can do on a call and what the desktop withdraws. See also What gates a Webex Contact Center supervisor.

Applicability

Applies to: Cisco Webex Contact Center. Sources checked 2026-09-05.

What remains uncertain

Whether an agent is shown that monitoring has started is not covered by the sources below. Where a supervisor's session boundaries are documented for supervisors is not covered by the sources below. Which of 2 competing monitoring requests wins is not covered by the sources below.

See also

Part of

Related to

Sources

  1. 1
    A supervisor cannot barge into a call while the agent is already in a consult.
    Monitor agents on a call · Monitor agents on a call, barge restrictions · Checked 2026-09-05
  2. 2
    A supervisor cannot barge into a call while their monitoring is paused, and must resume monitoring before barging.
    Monitor agents on a call · Monitor agents on a call, barge restrictions · Checked 2026-09-05
  3. 3
    Barge in is unavailable when the supervisor's desktop telephony is disconnected.
    Monitor agents on a call · Monitor agents on a call, barge restrictions · Checked 2026-09-05
  4. 4
    When an agent consults after a supervisor has barged in, the supervisor is placed on hold and is resumed automatically when the consult ends.
    Monitor agents on a call · Monitor agents on a call, barge behaviour · Checked 2026-09-05
  5. 5
    Where 2 supervisors request monitoring of the same call, one request succeeds and the other supervisor is shown an error.
    Monitor agents on a call · Monitor agents on a call, concurrent requests · Checked 2026-09-05
  6. 6
    The article calls monitoring silent and describes the barge as the supervisor's microphone turning on so that they become a participant.
    Monitor agents on a call · Monitor agents on a call, opening and Before you begin · Checked 2026-09-05
  7. 7
    A supervisor must complete monitoring before signing out.
    Monitor agents on a call · Monitor agents on a call, sign-out precondition · Checked 2026-09-05
  8. 8
    The Monitor agents on a call article names no permission, role, entitlement or profile; those 4 words occur 0 times in it.
    Monitor agents on a call · Monitor agents on a call, whole article, counted against the rendered article · Checked 2026-09-05
  9. 9
    The Monitor agents on a call article does not mention recording; record and recording occur 0 times in it.
    Monitor agents on a call · Monitor agents on a call, whole article, counted against the rendered article · Checked 2026-09-05
  10. 10
    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.
    Monitor agents on a call · Monitor agents on a call, whole article, counted against the rendered article · Checked 2026-09-05

Documents

tier 2 current vendor documentation

Monitor agents on a call

Cisco Systems, Inc. (Webex Help Center) · 2026-08-20 · accessed 2026-09-16

Cite this page

APA

WarmTransfer. (2026, September 5). What the monitoring article actually says. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-monitor-agents-on-call-reread

BibTeX

@misc{warmtransfer-wxcc-monitor-agents-on-call-reread,
  title  = {What the monitoring article actually says},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-monitor-agents-on-call-reread},
  note   = {Verified 2026-09-05}
}