Barge In
If a supervisor would like the agent and caller to hear them on the monitor call, select Barge In button on the call control bar. This will change the call into a three-way call.
This is what the three-way call would look like in Finesse:
Intercept
You can also intercept the call which drops the agent from the call and leaves you with the original caller. To do this, select the Drop button from the call control bar and select the agent's extension.