. If necessary, the supervisor may join the call as an active participant at any time. Split/ silent monitor allows the supervisor to listen, undetected to both the agent and caller, but if necessary, the supervisor may prompt the agent and remain undetected by the caller. This is particularly useful in training situations, or where threatening or harassing calls are anticipated. Typically silent monitor is invoked on demand, or it may be timed, or it may rotate through the group as calls are terminated. Forced Answer When supervisors notice that the number of calls in queue is rising, they may wish to artificially improve the average time to answer (decrease caller time waiting in queue) by forc- ing agents to answer new calls as soon as prior calls are terminated. This is done by forcing a group-wide override of the wrap/work features. In the past, supervisors watched Call Center traffic, then physically moved agents to the groups that were most active. Today, it is no longer necessary to move the agent to the call. The Telecom Handbook CHAPTER 4 Sophisticated, intelligent systems now bring the calls to the agents. Nevertheless, Call Center supervisors want to retain the option of moving agents between groups should the need arise. Thus, systems offer an agent Move command that al- lows agents to be moved even while busy on an incoming/ outbound call. At the end of the call, that call's statistics ap- ply to the original group. Then the agent should get his or her next call from the new group. Messaging When supervisors walked around the Call Center to monitor agent activity, they could easily stop and speak to any agent at any time. Now that Call Center systems have eliminated the need to actually go to the agent's work station, supervisors must find a new way to "talk" with their agents: hence, supervisor-to-agent messaging. Supervisors can send text messages to agent telephone displays. These messages may be predefined: "Good job!" or "Waiting time down 15 minutes" or may be created as needed. Alternatively,