--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Agent help request for voice calls # Agent help request for voice calls {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Agent Help Request for Voice Calls The Agent Help Request feature enables ServiceNow agents to request supervisor assistance during active customer voice calls. Agents can submit help requests with specific reasons and comments to provide context. Supervisors receive these requests and can respond in real-time by coaching silently, barging into the call, or monitoring conversations. Agents get notifications when supervisors join and can cancel requests before supervisor intervention. All interactions are logged for reporting and analysis. Show full answer Show less ## Key Features * Agents submit help requests with customizable reasons and comments during active calls. * Agents can cancel help requests anytime before supervisor engagement. * Real-time notifications inform agents when supervisors coach or barge in. * Supervisor details (name and phone number) are clearly displayed with Coaching or Barge In labels. * Help requests are automatically canceled upon completing Consult or Blind transfer actions. * Phone directory and transfer lists reflect real-time agent availability and are configurable based on CCaaS provider settings. * Help request metrics such as reason, frequency, duration, and supervisor involvement are tracked for reporting. ## How It Works * **Submitting a Help Request:** Agents click the Help Request button during a call, provide a reason and description, and submit the request to their supervisor. * **Canceling a Help Request:** Agents can cancel the request before supervisor action by selecting Cancel and confirming the cancellation. * **Supervisor Monitoring:** Supervisors can silently monitor calls after receiving a help request, without the agent or customer knowing. * **Supervisor Coaching:** Supervisors coach agents quietly during calls, with the agent in listen-only mode, and send coaching feedback. * **Barge In:** Supervisors can join the call directly to assist both agent and customer, ending the session once resolved. ## Dependencies and Requirements * Enable call monitoring capabilities via native call controls integration using Interaction Controls Component (ICC) and OpenFrame. * Configure integration with the CCaaS platform to support voice controls and supervisor actions. * Enable real-time UI updates for call status and help requests. * Set up reporting infrastructure to capture help request metrics. ## Roles * **Agent:** Initiates help requests during active calls to get supervisor support. * **Supervisor/Manager/Coach:** Responds to help requests by monitoring, coaching, or barging into calls with proper permissions. This feature enhances collaboration between agents and supervisors during live voice interactions, improving issue resolution efficiency and customer experience through timely support and coaching. Agents can request supervisor assistance during active customer calls by submitting help requests with context and reason. They receive real-time notifications when supervisors coach or barge in to help them resolve customer issues. ## Agent help request overview {#agent-help-request-for-voice-calls__section_abm_ytl_13c} The help request feature lets agents request supervisor assistance during active calls. Agents can submit help requests with specific reasons and comments to provide context before the supervisors respond. They receive real-time notifications when supervisors join the call. Agents can cancel help requests anytime before a supervisor engagement. All help request events are recorded for reporting and analysis. The following are some key functionality: * Submit help requests with customizable reasons and comments * Cancel help requests before supervisor engagement if the issue resolves * Receive notifications when supervisors coach or barge in on your call * View supervisor name and phone number with clear Coaching or Barge In labels * Track help-request metrics including reason, frequency, duration, and supervisor involvement * Automatically cancel help requests when completing Consult or Blind transfer actions * Configure phone directory to show or hide Agents, Queues, or External tabs based on CCaaS provider settings. Agents see tabs enabled by the CCaaS provider, preventing transfers to unsupported numbers. * While handling a customer call, agents can now see accurate availability status for other agents, supporting informed transfer decisions. Agent availability status updates in the transfer list and phone directory in real-time during call transfers. {#agent-help-request-for-voice-calls__ul_z1m_h5l_13c} ## Dependencies {#agent-help-request-for-voice-calls__section_h5w_55l_13c} Enable the following capabilities to view and use the call monitoring features in the Active call and Global call windows: * Enable the call monitoring capability when integrating with the native call controls via Interaction Controls Component (ICC) and OpenFrame. * Engage in an active call. * Configure the integration with the CCaaS platform for voice controls and supervisor actions. * Enable real-time UI update capability. * Configure a reporting infrastructure to capture help request metrics. {#agent-help-request-for-voice-calls__ul_l1d_1vl_13c} Persona: Agent: : Submits help requests during active calls to receive supervisor assistance. Supervisor/Manager/Coach: : Responds to help requests and performs coaching or barge in actions with appropriate permissions. Review the following scenarios to understand how the feature works. ## Submitting a help request {#agent-help-request-for-voice-calls__section_whn_xwl_13c} Follow these steps to submit a help request to your supervisor when you require assistance during an active call: 1. Select the Help Request button on the call interface. 2. Provide a reason and brief description of the issue in the dialog screen. 3. Select Submit to send the request to the supervisor. {#agent-help-request-for-voice-calls__ol_v1h_1xl_13c} ## Canceling a help request {#agent-help-request-for-voice-calls__section_d1r_mxl_13c} Follow these steps to cancel a help request, if the issue is resolved before the supervisor intervenes. 1. Locate the Help Request button on the call interface. 2. Select Cancel. 3. Select Yes to confirm the cancellation in the dialog screen. {#agent-help-request-for-voice-calls__ol_c1b_pxl_13c} ## Monitoring conversation {#agent-help-request-for-voice-calls__monitoring-conversation} Supervisors may follow these steps to provide silent monitoring during voice calls: 1. Receive a help request from the agent, which opens the Interaction to establish the voice connection. 2. Select Monitor in the supervisor Workspace. 3. Listen to the conversation between the agent and customer. Note: During silent monitoring, the agent and customer aren't aware that the supervisor is in the listen-only mode. ## Supervisor coaching {#agent-help-request-for-voice-calls__section_rct_zxl_13c} Supervisors can follow these steps to provide coaching to agents during voice calls. 1. Receive a help request from the agent, which opens the Interaction to establish the voice connection. 2. Select Coach in the supervisor Workspace. 3. Provide coaching by talking to the agent, as the agent is in a listen-only mode during the coaching. 4. Select Send to deliver the coaching to the agent. {#agent-help-request-for-voice-calls__ol_ypf_cyl_13c} ## Barge In participation {#agent-help-request-for-voice-calls__section_qhz_qyl_13c} Supervisors can follow these steps to participate in a voice call when an issue requires immediate attention. 1. Receive a help request from the agent, which opens the Interaction to establish the voice connection. 2. Select Barge In in the supervisor Workspace. 3. Join the call and provide the necessary assistance to the agent and the customer. 4. Select End Barge In when the issue is resolved. {#agent-help-request-for-voice-calls__ol_lrb_tyl_13c} Note: Once a voice connection has been established with an Interaction, the supervisor can go through all or one of the preceding actions. An action must be completed before attempting a new one.