When observing or coaching an agent, supervisors can barge into an interaction to provide expert advice to agents when they cannot handle the interaction. Initiating a barge-in enables the supervisor to join the interaction between an agent and the customer as an active third party. After the supervisor barges into the interaction, the customer, agent, and supervisor interact in a three-way conference.
Note:
Supervisors can barge into an interaction only if the administrator has performed the appropriate configuration in Avaya Aura®.
When a supervisor barges into an interaction, the customer is notified about the supervisor joining. The customer can view the messages that the agent and the supervisor send.
For a voice interaction, the customer is notified that the supervisor has joined the call. The customer, agent, and supervisor enter into a conference call.
Avaya Workspaces notifies the agent that the supervisor has barged into the interaction.
The supervisor who has barged into an interaction can transfer the interaction to a queue or a different user. With this transfer, the customer remains in the interaction, but the agent and barged-in supervisor are no longer part of the interaction. The new agent addresses the interaction.
This feature is available for chat, messaging, and voice interactions with Avaya Experience Platform™ (On-Prem + Connect).
