1. In Admin Dashboard kindly click on any of the 3 tiles (Agents on Call, Agents Waiting, Agents on Paused) on top.
2. Click the Agent ID of the Agent you want to Listen to, Whisper, or Barge.
3. Select BARGE, WHISPER or LISTEN.
BARGE - Allows you to talk to both the agent and customer.
LISTEN - Allows you to listen to the call without the agent or the customer hearing you.
WHISPER - Allows you to talk to the agent. The customer will not hear you.
4. Once done, click the Disconnect Button.