Listen In / Join Calls in Salesforce

The Listen In feature in Unaric Voice for Microsoft Teams allows supervisors to silently monitor active calls between agents and customers - without interrupting the conversation.

Perfect for quality assurance, coaching, and compliance, this tool enables managers to assess performance in real time and identify training opportunities.

Supervisors can discreetly review call handling techniques and customer interactions while the agent remains focused on the call.

When real-time intervention is needed, the Barge In feature allows supervisors to actively join a live call. This capability is ideal for escalations, complex inquiries, or training scenarios where immediate support is required. Supervisors can seamlessly step into the call to assist, clarify, or take over when necessary - ensuring service quality is maintained and customer satisfaction stays high.

The Live Agent Status Dashboard shows which supervisors are currently monitoring or participating in calls. This real-time transparency ensures accountability and coordination across teams. For example, a manager can see that “Antonia Taylor is listening to Lucas Marcus’ call,” providing context for oversight without disruption.

It's a powerful tool for distributed or remote team environments where visibility is essential.

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Access to Listen In and Barge In is controlled through administrative settings.

Administrators can activate the feature for individual users, user groups, or entire call center setups - ensuring only authorized personnel have monitoring and intervention capabilities.

Configuration is done through the Call Center - User panel in Salesforce. This ensures secure, role-based access that aligns with internal policies and data protection standards.