Barge-in is a feature in telecommunication systems that allows a supervisor or a manager to join an ongoing call between an agent and a customer without the need to hang up and call back. This is typically used in call centers and other customer service environments as a way for a manager to monitor or assist an agent during a call. Barge-in can also be used to intervene in a call if a customer is becoming agitated or if the agent is having difficulty handling the call. This feature is helpful for supervisors to train and coach agents, to ensure that calls are handled professionally and efficiently and to improve the overall customer service experience.
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