Supervisor monitoring and barge
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Nov 1, 2021 |
Business value
Service managers are responsible for the overall quality of customer service, and they often need to observe customer service representatives who are on the phone with customers. Omnichannel for Customer Service allows supervisors to listen in on phone conversations and join a conversation, if needed. This helps supervisors increase the likelihood of resolving customer issues, enforce proper business practices, and identify training opportunities.
Feature details
Supervisors can now use the intraday insights dashboard to monitor phone calls along with other messaging channels. While monitoring phone calls they can review the live transcript of the calls and also choose to join in on the call anonymously as a hidden participant to ensure that the agents are offering the best service possible.
In this feature the supervisor can:
- Monitor ongoing phone calls in their queues.
- Review the live transcript of the call when it is in progress.
- Listen in on the call.
- Announce and join the call to help the agents with the customers issue in real time.
See also
Monitor calls (docs)