About Chat Monitor
The chat monitoring feature, available to users with the appropriate permission, helps supervisors or managers to review how well agents handle chat interactions. You can either monitor each agent individually or monitor selective queues and the chats coming through them. You can even provide guidance and assistance by joining chat sessions that are in progress.
While the monitoring in the Advisor Desktop allows the supervisor to get an overview of the workload and service level adherence of various queues and users, the monitoring from the Advisor Desktop allows you to review on-going chat sessions and join them, if required. Users who are assigned the action, Monitor Chat Activity, can monitor chats from the Chat Monitors node in the Inbox Folders of the Advisor Desktop. You can monitor all the users and queues that you have been given permission to view.
While monitoring chats, you can view the conversation in progress, details about the activity, case, and customer, such as the queue name, substatus of the activity, etc. You can also assist the agents handling chats by selecting a chat activity and clicking one of the following buttons:
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Join: Join the chat to interact directly with the customer in conjunction with the agents currently handling the activity. You can join a chat even if multiple agents are handling the activity.
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Whisper: Whispering allows you to join the chat and assist agents without alerting the customer. This can be extremely helpful for training new agents without negatively impacting the customer's perception of the agent.
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If there is more than one agent currently handling the chat activity, you can any and all of agents. Your messages in whisper mode will only appear for the agents you have selected to receive your messages. The customer cannot see any whispered messages between supervisors and agents. You can make the customer aware that you have joined the chat by clicking the Make Visible button.
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While whispering or joined in the chat, you can perform the same actions as though you would chatting with the customer alone, such as Solve, Page Push, etc. You can also determine if you want your message to be seen by only one agent, all agents, or everyone in the chat.
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