Listen in / Barge in

 

 

 

The Listen In feature of the Unaric Voice allows supervisors or managers to silently monitor ongoing calls between agents and customers within Microsoft Teams. This feature provides an invaluable tool for quality assurance and training purposes, enabling supervisors to assess agent performance and provide real-time feedback without interrupting the call.

 

 

 

On the other hand, the Barge In feature empowers supervisors to intervene in live calls when necessary. With this capability, supervisors can join ongoing calls between agents and customers to provide assistance, guidance, or resolution to complex issues. Barge In ensures that supervisors can step in seamlessly to ensure customer satisfaction and maintain service quality standards.

 

 

 

See who is currently Listening-Barging in

 

From the Live Agent Status Dashboard, you will be able to see who is currently listening or barging into a call. In the below example, we can see that two users are using this feature, where Antonia Taylor is listening to Lucas Marcus call.

 

 

Requires  Mirage MS-Teams Connector Premium license

 

 

 

Configuration

The configuration allows the Administrator to activate the feature upon any individual user, Call Center Setups or User Groups as long as the users are part of a MS Teams Call Center Setup.

 

Steps required:

•In the App Launcher search for Mirage Call Center - User , click on the item, a List-view with users will appear.

•Click on one of the users and then on the Listen in / Barge in section click on the Configuration button.

•Check the Active checkbox

•Select the user, Call Center Setups or User Groups upon which you want to activate the Listen in / Barge in function.