Supervisor call monitoring

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Supervisor Call Monitoring

    Supervisor Call Monitoring enables supervisors to oversee live customer interactions and assist agents by monitoring, coaching, or barging into calls. This functionality supports voice, chat, and messaging channels and integrates with conversation-monitoring and supervisor dashboards. All supervisor actions taken after accepting an agent’s Help Request are logged with timestamps for audit and reporting purposes.

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    Key Features

    • Supervisor Actions: Supervisors can Monitor silently, Coach agents, or Barge In to live calls after accepting a Help Request.
    • Notifications: Supervisors receive alerts when Help Requests are assigned or canceled.
    • Role-Based Access: Supervisors require the awamanager role to access call monitoring features.
    • CCaaS Integration: Requires Contact Center as a Service integration with native call controls via Interaction Controls Component (ICC) and OpenFrame supporting supervisor action controls.
    • User Interface: Action buttons for Monitor, Coach, and Barge In appear as icons on the supervisor’s call interface, with the ability to disconnect from calls.
    • Help Request Data Model: All actions are logged with timestamps, tracking status for audit and analytics scoped to the appropriate tenant or domain.
    • Analytics Integration: Reporting modules capture supervisor action data to support monitoring and performance analysis.

    Typical Workflow

    • Supervisors view dashboards of active calls and agent interactions.
    • Supervisors select an active interaction and choose to Monitor, Coach, or Barge In.
    • When an agent submits a Help Request, supervisors receive a notification and confirm acceptance.
    • After acceptance, actions are enabled, the Help Request status changes to “In Progress,” and the HelpProvidedBy field is set to the supervisor.
    • Supervisors can disconnect at any time; agents can close the Help Request and submit new ones as needed.
    • Silent monitoring is not visible to agents.

    Practical Scenarios

    • Supervisor Accepts a Help Request: Enables Monitor, Coach, and Barge In options. The system updates the Help Request status to “In Progress” and records the supervisor responsible.
    • Agent Closes a Help Request: Agents can close active Help Requests, updating the system and allowing submission of new requests for additional assistance.

    This capability helps ServiceNow customers enhance customer service quality by enabling supervisors to provide timely support and oversight during live interactions, ensuring auditability and actionable insights through integrated reporting.

    Supervisors can monitor live customer interactions and respond to agent help requests by listening-in, coaching, or barging-in to calls. All supervisor actions taken after accepting a Help Request from an agent are logged with timestamps for audit and reporting.

    Supervisor call monitoring overview

    Supervisors can accept help requests from agents and take the following actions from their workspace:
    • Monitor (silent)
    • Coach
    • Barge In
    Each action taken after a Help Request is accepted and recorded with a timestamp. The feature supports Chat, Messaging, and Voice interactions and integrates with conversation-monitoring and supervisor dashboards. Supervisors receive notifications when:
    • A Help Request is assigned to them
    • An agent cancels a Help Request
    For more information, see:

    Dependencies

    Enable the following capabilities to view and use the call monitoring features in the Active call and Global call list:
    Contact Center as a Service (CCaaS) integration:
    Contact centers must enable the call monitoring capability when integrating with the native call controls via Interaction Controls Component (ICC) and OpenFrame.
    Native call controls must be available through ICC and OpenFrame.
    ICC must support supervisor action controls.
    Role-based access and permissions:
    Supervisors must have the  awa_manager  role.
    When a supervisor with the awa_manager  role views an interaction, the CCaaS is notified and configures the call controls accordingly.
    UI controls:
    On enabling the feature, the action buttons for Monitor, Coach, and Barge In display as actionable icons on the supervisor's call interface.
    Supervisors can leave a call using the Disconnect button.
    Help Request data model
    Each supervisor action triggered through a Help Request is logged with a timestamp.
    The system tracks the Help Request status and supports Search for audit and analytics.
    Supervisor actions are scoped to the relevant tenant or domain.
    Analytics integration
    Reporting modules must be integrated to capture supervisor action data.
    Feature availability depends on product and license purchase.

    Workflow

    The following steps define a typical workflow for a supervisor-initiated call monitoring:
    1. The supervisor views a dashboard of active calls and agent interactions. They can select an active interaction and choose to monitor, coach, or barge in, depending on the scenario and their permissions.
    2. If an agent submits a Help Request, the supervisor receives a notification and selects  Confirm  to accept it.
    3. After acceptance:
      • Available actions are enabled.
      • The Help Request status changes to  In Progress.
      • The  HelpProvidedBy  field is set to the supervisor.
    4. The supervisor can disconnect from the call at any time.
    5. The agent can close the Help Request during the session and submit a new one as required.
    Note:
    Silent monitoring isn’t visible to the agent.

    Scenarios

    Scenario 1: Supervisor accepts a Help Request:
    After a supervisor accepts a Help Request:
    • Monitor, Coach, and Barge In options are enabled in the Active Call window.
    • The Help Request interaction flag in the system is set to false.
    • The Help Request status updates to  In Progress.
    • HelpProvidedBy  in the system is set to the accepting supervisor.
    Scenario 2: Agent closes a Help Request:
    While a Help Request is in progress, the agent can close it:
    • The Help Request button updates to enable agents to close the request.
    • The system records the closed status.
    • A confirmation alert displays.
    • The agent can submit a new Help Request after closing a current one for additional help with the same call, or for a new one.