Whisper, Barge, Monitor

Whisper: Whisper allows a supervisor to speak to an agent during a live call without the customer being able to hear. This can be used to provide coaching or assistance to the agent.

Barge: Barge allows a supervisor to join a live call and become a full participant. The customer will be able to hear the supervisor.

Monitor: Monitor allows a supervisor to listen to a live call without being heard by either the agent or the customer. This can be used to evaluate the agent's performance or to troubleshoot any problems.

The following table summarizes the key differences between whisper, barge, and monitor:

Feature	Whisper	Barge	Monitor
Can the customer hear the supervisor?	No	Yes	No
Can the agent hear the supervisor?	Yes	Yes	Yes
Can the supervisor speak to the customer?	No	Yes	No

Example use cases:

Whisper: A supervisor might use whisper to provide coaching to an agent who is struggling with a customer.
Barge: A supervisor might use a barge to intervene in a call if the agent is about to make a mistake or if the customer is becoming upset.
Monitor: A supervisor might use a monitor to evaluate an agent's performance on a random call.