Call center managers or administrators can interact with their agents in three ways. First, the "Monitor" function connects the manager to join an active phone call as a silent observer, allowing them to listen to the conversation of the caller, agent, or employee without interrupting. Second, "Coaching" links the manager to the employee or agent's call without notifying the customer. Third, "Barge" creates an instant three-way conference call, useful for collaborating with other agents, closing a sale, collecting accurate information, or data. These functions can be activated either by dialable phone codes or through the manager portal.
