Cisco Finesse Supervisor Tasks

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Change state of agent

Supervisor can use Team Performance gadget to change the state of an agent to Ready or Not Ready, or sign the agent out of the Finesse desktop.


Monitor a call

Supervisor can monitor only one agent at a time. Supervisor must be in Not Ready state to monitor an agent.


Barge in on a call

The Barge In feature allows you to join a call between an agent and a caller. NOTE: You can only barge in on a call that you are silently monitoring.


Intercept a call

After you barge in to a call between an agent and a caller, you can intercept the call by dropping the agent from the call.