Agent State Monitoring

  1. When Silent Monitor is active on an Employee, and they are in ACD, hovering over the Agent's avatar shows a Coach flyout button
  2. Clicking the Coach button escalates the Silent Monitor to Coaching. The Agent avatar should now display a blue badge that says Coach On as well as the Coach icon.
  3. While the Agent is being coached, hovering over the agent's avatar shows a Barge flyout button.

  4. Clicking the Barge button escalates the coached call to Barge. The Agent avatar will now display a yellow badge that says Barge On as well as the Barge icon.

Parent topic: Escalating the Silent Monitored call
↑