7.1.3 Barging
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State of Wisconsin
Department of Health Services

Release 23-03
November 10, 2023

7.1.3 Barging

(Video instructions available: Barging)

Barging is when a supervisor joins the call so that both the agent and the caller can hear them. Some examples include when the call is being monitored and it requires deescalation, or if the caller requests to speak with a supervisor. Barging can only occur when the agent is already being monitored. The supervisor can barge while monitoring, but not when they are coaching. 

To use barge and join a call:

  1. Start monitoring the agent (see Section 7.1.2 Monitoring).
  2. Select the barge icon to join the call.
  3. To leave the call, hang up or select the eye icon. 

When the supervisor leaves, the call continues between the agent and caller.

 

This page last updated in Release Number: 22-03
Release Date: 06/25/2022
Effective Date: 06/25/2022

Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208