Only one supervisor can observe, coach, or barge in on a contact. After a contact is in an observed state and another supervisor tries to observe, the other supervisor can only see the observed icon, but cannot observe.

If two supervisors try to observe at the same time, the chat provider only enables one supervisor to observe.

An agent does not have access to any information about who is observing the interaction when:

If a supervisor is assigned to a virtual group and the group is assigned to another supervisor, the first supervisor cannot use the Call supervisor button from the toolbar. The system does not display this button because the first supervisor is not tied to the second supervisor. The first supervisor is only in the group of the second supervisor. The system displays the Call supervisor button for agents who are in a supervisor team, not just in their group.

The team viewer of a supervisor displays all members of the supervisor’s team and groups. The team viewer of an agent only displays the agent’s team.

An agent is not informed of the groups to which the agent is assigned.

An agent does not know which members are in the group. This information is only available to the supervisor.

This limitation is for supervisors with After Call Work configured. If a supervisor is working on a web chat and transfers the web chat to another agent, the supervisor goes into After Call Work and the work card is retained. However, if they now go to their Supervisor Dashboard and find the agent who has that same web chat to observe the agent, they must first end the After Call Work card.