Glossary
Barge (Call Barge / Whisper / Monitor)
A call center feature that allows a supervisor or manager to listen in on a live call between an agent and a customer.
Barge (also called call barge, whisper, or monitor) is a call center supervision feature that allows a manager, quality assurance specialist, or trainer to listen in on a live conversation between an agent and a customer — and in some modes, to coach or assist the agent in real time.
Barge Modes
- Monitor mode — supervisor listens to both sides of the call but is not heard by either party. Used for quality assurance and coaching.
- Whisper mode — supervisor can speak to the agent without the customer hearing. The agent receives real-time coaching or talking points.
- Barge mode — supervisor fully joins the call and speaks with both agent and customer. Used for escalations or difficult situations.
Use Cases
- Agent coaching and skill development during calls
- Quality assurance monitoring and call scoring
- Complaint handling and customer recovery
- Training new agents with live supervision
AI Voice Agents and Barge
Quality managers can barge into AI voice agent calls to monitor performance, verify compliance (especially in healthcare or finance), and manually escalate complex calls to live agents when needed.
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