Under Live Calls, you will see a list of calls in progress, calls waiting, agents available, and agents paused. Under the Live Calls section, admins can: Monitor - listen to the call without the agent or caller know the admin is on the call.  Whisper - talk only to the agent without the caller knowing. Barge - talk to both the agent and the caller.  From the Actions column, select the three dots icon and choose a mode: monitor, whisper, or barge.