Monitoring Chats
To monitor and join chats:
-
In the Inbox Folders tree, browse to Chat Monitors.
You can only monitor queues and users that you have been given permission to view.
-
In the Inbox toolbar, from the More button, click one of the filter options. Select if you want to filter by chat queue or by agent.
-
If you select the Queue Filter option, the Queue monitoring filter window opens. From here you can select the queue you want to monitor. Before selecting the queue you can view the number of activities in the queue that are unassigned, not started, and are in progress, as well as the priority of the queue. Queue priority ranges from 1 (most urgent) to 9 (least urgent). You can also filter by the name of the queue. Multiple queues can be selected for monitoring.
-
If you select the Agent Filter option, the Agent monitoring filter window opens. From here you can select the agent that you want to monitor. Before selecting the agent, you can view the agent’s screen name, the agent’s chat availability, the number of chats in progress for that agent, and number of chats which have been assigned to that agent but not yet started. You can also filter by the User Name or Screen Name of a particular agent. Multiple agents can be selected for monitoring.
Click the column headers to sort the results in ascending order or descending order, as well as remove any columns you do not want to use. Once a filter has been selected, the results are displayed in the Inbox. You can use the Clear All button to remove each selection across pages.
-
-
After selecting the desired queue or agent, click the OK button.
-
In the Inbox, select the activity you want to monitor. The transcript of the chat appears in the Chat pane and the details of the chat appear in the Activity pane. The transcript in the Chat pane is refreshed automatically at specific time intervals. This interval can be set in the Chat - My Monitor - Activity Refresh Interval (Seconds) setting in the Administration Console.
When you select a chat activity for monitoring, the Join and Whisper buttons in the Chat pane is enabled. You can silently monitor chat activities without joining them. If you wish to participate in an ongoing session, you can join the chat easily. -
To join the chat, click the Join or Whisper button in the Chat pane toolbar. The number of chat activities that you can join as a supervisor is determined by a setting configured by your administrator. For video chats, you can join the text portion of the chat.
Once you join a chat, the Join and Whisper buttons are disabled, and all other buttons in the chat pane are enabled. If you join the chat in Whisper mode, the Make Visible button appears. Use this button to inform the customer that you have joined the chat.
You can join a chat only after the agent to whom the chat is assigned has started chatting with the customer. You can also join chat sessions at the point at which the agent has left the chat session as long as the customer has not exited the chat. You can transfer, complete, or leave chat activities. To rejoin a chat, click the Join or Whisper button.
Related Topics