---
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


---

# Listen, Monitor or Barge in to an agent call

# Listen, Monitor or Barge in to an agent call {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Monitor your customer service agents' calls when they are resolving issues for
external callers by using Workforce Optimization for Customer Service.

## Before you begin

Role required: sn_csm_wfo_workspa.manager

You must also have an active session with Amazon Connect and be able
to monitor live conversations. For more information, refer to [Monitor live conversations](https://docs.aws.amazon.com/connect/latest/adminguide/monitor-conversations.html)

Use Native Voice Controls (NVC) in Manager Workspace to open an active phone interaction and monitor, coach, or barge into an agent's live call, with the conversation panel displaying real‑time
transcription and call‑control options that allow supervisors to silently monitor the call, whisper‑coach the agent privately, or join the conversation directly; the UI clearly indicates the active mode, and supervisors can
switch modes as needed and end the session at any time by disconnecting or closing the NVC utility panel, after which the supervisory session terminates automatically.

## About this task

When the Amazon Connect application answers a call from an external source, an
interaction record is created.

## Procedure

1. [Monitor your agent's call](https://www.servicenow.com/docs/opbieZX3qOTSxRAr71rSyw#monitor-configurable-service-channel "Monitor your agents' workload and the status of their work items against each service channel and queue so that you can get an idea of how efficiently work is moving through the queue and to your agents.") queue when an agent is talking to an external caller in Workforce Optimization for Customer Service.
2. Open the active interaction when the phone call is in progress.
3. Select one of the modes:  
   * Monitor --- You hear both the agent and customer; neither hears you.
   * Coach --- Only the agent hears you (private whisper coaching).
   * Barge In --- You join the customer‑facing conversation; both the agent and customer hear you.
   {#listen-agent-call-configurable-wfo-cs__ul_n44_v2h_g3c}
4. Assist the agent as needed, switching modes to match the situation.
5. End the session by selecting Disconnect or closing the NVC utility panel.
{#listen-agent-call-configurable-wfo-cs__steps_lk1_s1c_cnb}