Genesys Cloud - Main

In this video, @Kumar Sanjeevi discusses a new feature "Barge-in capability for supervisors and administrators"

Supervisors and administrators can now barge into their agents' voice conversations. This new feature allows supervisors to join calls as active participants and provide real-time assistance and control when needed directly from the Interactions Details page. Alongside the existing Monitor and Coach options, this new control is available for agents who are actively on a call. After a supervisor barges in, they automatically connect to the call and can view call details via a new entry in the ACD Interactions pane on the agent's UI. This capability also grants supervisors the same controls as the agent, such as transfer and conference options. Previously, supervisors could monitor or coach agents on ACD calls. Monitoring allowed them to listen in without the agent knowing, and coaching let them speak to the agent without the customer hearing

Release notes: https://help.mypurecloud.com/releasenote/july-29-2024/

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