Barging in to an interaction

Last Updated : Apr 24, 2024 |

About this task

While observing or coaching an agent, you can barge in to assist with an interaction. When you barge in, you join the interaction as an active third party. You, the agent, and the customer can send three-way messages to each other.

An agent can hold or resume the interaction when a supervisor barges into a VDN call. The following occurs:

  • When an agent holds the call, the supervisor is disconnected.

  • When an agent resumes the call, the supervisor returns to the barged-in mode.

As a supervisor, you can barge into a chat, messaging, or hybrid voice interaction.

Before you begin

  • Ensure that your administrator performs the appropriate configuration in Avaya Aura® for voice interactions.

  • Ensure that you are observing or coaching the interaction.

Procedure

  1. On the interaction card, click the Barge-In icon.

    The agent and customer receive a notification indicating that a supervisor is connected.

  2. To actively participate in the interaction, type messages on the Customer tab.

    Both the agent and customer receive these messages.

  3. Optional Use the Coaching tab to send private coaching messages to the agent.