Overview
Managers can actively supervise and train their sales teams using three levels of call interaction within RingResponse: Monitor (listen silently), Coach (speak privately to the agent), and Barge (join the call as a full participant). These tools are essential for real-time coaching, quality assurance, and stepping in to assist on critical calls.
Key Functionalities
Three Supervision Modes: Choose between Monitor (silent), Coach (private to agent), and Barge (full participation).
Agent Alerting: Optionally notify agents that they are being monitored, coached, or barged.
Call Status Dashboard: View all team members' availability and active calls from a single screen to select which call to join.
Permission-Based Access: Requires specific user role permissions to be enabled by an administrator.
Call History Tracking: Option to log monitoring sessions in the lead's call history for review.
How to Enable Monitoring Permissions
Before you can supervise calls, an administrator must enable the required permissions for your role.
Navigate to More > Settings > Setup Users and their Roles > Roles and Permissions.
Select the role you want to enable monitoring permissions for.
In the RingResponse section, enable:
1- RingResponse: Monitor, Coach, Barge user permission.
2- (Optional) RingResponse: Display Monitor, Coach, and Barge Calls in Call History to log these sessions on the lead record.
How to Supervise Calls
Step 1: Access Active Calls
With permissions enabled, navigate to Call Status in the left-hand toolbar.
The dashboard shows team members grouped by status: Available, On Call, Not Available.
Under ON CALL, find the agent you wish to supervise and click Monitor.
Step 2: Choose Your Supervision Mode
Once connected to the call in Monitor mode, you are muted. Use the Live Call panel controls to switch modes.
To Alert the Agent (Optional):
Toggle Monitoring Alert to ON.
The agent's interface will update to show that an attendee is listening.
To Provide Private Coaching:
In the Live Call panel, find the agent in the attendees list.
Click Coach next to their name.
You can now speak privately to the agent. The lead cannot hear you.
To Join the Call Fully (Barge):
In the Live Call panel controls, click Barge.
You are now a full participant; both the agent and lead can hear you.
While in Barge mode, you can place the agent on Hold or Remove them from the call entirely.
Best Practices
Use alerts thoughtfully: Enabling the Monitoring Alert promotes transparency but can make agents nervous. Use it for training rather than surprise audits.
Start with Monitor mode: Begin by listening to understand the context before deciding to coach or barge.
Use Coach for real-time training: Provide immediate, private feedback to agents during calls to correct course without disrupting the customer conversation.
Reserve Barge for escalation: Use Barge mode sparingly, primarily to rescue a call that is going poorly or to handle a severe customer issue.
Debrief after the call: Use insights from monitoring sessions for constructive one-on-one coaching after the call ends.
Troubleshooting
"Monitor" button is not visible in Call Status
Verify the Monitor, Coach, Barge permission is enabled for your user role.
Ensure the agent is currently on an active call (listed under ON CALL).Agent cannot hear you in Coach mode
Confirm you clicked Coach next to the specific agent's name in the attendees list.
Ensure the agent's audio is not muted on their end and that your microphone is working.Cannot activate Barge mode
You must already be connected to the call in Monitor mode before the Barge option becomes available.
Refresh the Live Call panel if controls are unresponsive.Monitoring session not appearing in lead's call history
The Display Monitor, Coach, and Barge Calls in Call History permission must be enabled for your role.
Note that sessions may take a few moments to sync and appear in the history log.