When observing or coaching an agent, supervisors can barge into an interaction to provide expert advice to agents when they cannot to handle the interaction. Initiating a barge-in allows the supervisor to join the interaction between an agent and the customer as an active third party in the interaction. After the supervisor barges into the interaction, the customer, agent, and supervisor interact in a three-way conference.

When a supervisor barges into an interaction, the customer gets a notification that the supervisor is connected. The customer can view the messages that the agent and the supervisor send.

For voice interaction, customer gets the notification that the supervisor has joined the call. The customer, agent, and supervisor enters into a conference call.

The 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, only the customer remains in the interaction. The barged supervisor and agent are removed from the interaction. The new agent addresses the interaction. However, if an agent or supervisor is on a call and a supervisor barges into the call, then the agent or supervisor cannot initiate a consult call.

This feature applies to supervisors for chat, messaging, and voice interactions.