In Cisco Finesse 10.0(x), a supervisor has the capability to Monitor, Intercept, and Barge an agent call. Under which condition can a supervisor successfully intercept the call?

Question

Options

• Aafter a supervisor has started monitoring a call
• Bafter a supervisor has barged into a call
• Cafter a supervisor has selected a talking agent for monitoring
• Dafter a supervisor has conferenced into a call
• Eafter a supervisor has transferred the call

• B
  96% (23)
• D
  4% (1)

Explanation

In Cisco Finesse 10.0(x), the supervisor call control actions follow a strict escalation sequence: Monitor → Barge → Intercept. Option B is correct because Intercept is only unlocked after a supervisor has already barged into a call - barge places the supervisor into the conversation as a third party, and from that state the supervisor can then intercept (drop the agent and take over the call with the customer).

Why the distractors are wrong:

• A (after monitoring): Monitoring is silent observation; from monitor state, the next available action is barge - not intercept. Intercept requires one more step.
• C (after selecting a talking agent): Selecting an agent initiates monitoring, but that only gets you to the first rung of the ladder - intercept is two rungs away.
• D (after conferencing in): While "barge" is mechanically a conference, this option uses imprecise language to mislead; the Finesse workflow specifically requires the "barge" action, not a generic conference, before intercept becomes available.
• E (after transferring): Transferring a call is a separate operation entirely and has no role in the monitor/barge/intercept workflow.

Memory tip: Think of it as an escalating commitment ladder - "M-B-I" (Monitor, Barge, Intercept). You must climb each rung before accessing the next; you can't skip from Monitor to Intercept any more than you can skip the middle rungs of a ladder.

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