Description

Barge-In is a purchasable feature to support Silent Monitoring, Agent Whisper and Supervisor Barge-in. These features do not require the ACD Activation key to be installed and can be used with regular user extensions on the QX Series.

The Barge-in Feature Pack is comprised of three independent features designed to help supervisors or managers of a call center or in an office environment monitor and coach their employees. These features are tools supervisors can use to participate in conversations between employees/agents and customers. In addition, supervisors can monitor their employees' performance or customers' behavior. The supervisor can coach an employee while he/she is engaged with a customer on a phone call without the customer knowing, or the supervisor can participate in a three-way call and assist both at the same time or just monitor the call of an employee and customer.

Complementary to ACD The Barge-in Feature Pack is purchased as a license for the Quadro and is available on the QX1000. It is useful in many scenarios including a call center, a support or sales group within a company or just a single supervisor/employee relationship. It can be used along with the Automatic Call Distribution (ACD) option on one of the above products to complete a call center set of functions. This combination is very powerful for call centers and even smaller sales teams.

Features