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  • 1.  Supervisor Barge-in not displaying correct agent script

    Posted 04-22-2026 16:04

    Hi all,

    We've been testing the barge-in capability for supervisors and noticed that when we barge-in on an agent call, that the agent script is not retained from what is displayed for the agent or what is configured on the queue the call is a part of. Instead, it looks like a default script is being provided back.

    Can anyone confirm if this is the expected experience?

    Thanks,

    Kevin


    #Omni-ChannelDesktop/UserInterface

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    Kevin Eng
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  • 2.  RE: Supervisor Barge-in not displaying correct agent script
    Best Answer

    Posted 04-22-2026 19:21

    Hi 

    No, that's not what expect.
     
    What's expected is that the script that was loaded for the agent will open, to whoever is monitoring (barge-in).


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Supervisor Barge-in not displaying correct agent script

    Posted 04-23-2026 13:24

    Thanks Kaio! That's what I thought a swell that it should carry over the script as well that loaded.. I'll reach out to Support for assistance then.


    Thank you.



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    Kevin Eng
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    Original Message


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