In Cisco Finesse 10.0(x), Which is the last operation a supervisor needs to perform in order to intercept the call?

Question

Options

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

• A
  2% (1)
• B
  2% (1)
• C
  5% (2)
• D
  90% (38)

Explanation

In Cisco Finesse 10.0(x), intercepting a call requires following a strict sequential workflow: Monitor → Barge-In → Intercept. Option D is correct because "Intercept" only becomes available after a supervisor has already barged into the call, making it a 3-way conversation - the supervisor must be an active participant before they can take over and drop the agent.

Why the distractors are wrong:

• A (transferred the call): Transferring sends the call to another party entirely - it's a separate action unrelated to the intercept workflow.
• B (selected a talking agent): Selecting an agent is the first step in the workflow, not the last - it initiates monitoring selection, not interception.
• C (started monitoring): Silent monitoring is the second step (listen-only mode), but the supervisor must still barge in before they can intercept - monitoring alone doesn't grant intercept capability.

Memory tip: Think of it as escalating involvement - Select → Monitor → Barge → Intercept (S-M-B-I, or "Supervisors Must Buy In"). Each step grants more control, and you can't skip levels - interception always requires barge-in as its immediate predecessor.

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