Most call center voice systems allow a manager to listen in on an agent while they are on a live call. Most also allow that manager to "whisper" to the agent or even to "barge" in and take over the call.
I was very surprised to find that Zendesk cannot do this and has no plans for this. It may very well cause us to seek another solution as our customer service manager believes this to be a critical capability.
Does anyone know a workable solution?
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