Example of how to Monitor a Chat
After adding the chat monitor, if the chosen agent chats with the
visitor then you will be able to oversee the conversation of the agent
in the monitoring mode. You can also suggest him ideas through the
internal chat.
If required, you can also click on "Join this chat" and join the conversation.
Related Articles
What is a Chat Monitor?
Chat Monitor allows you to oversee the chat conversation between the agent and the visitor. Using which you can supervise and coach your agents, and you can also specify the type of chat conversation which you would like to monitor.
How to add a Chat Monitor?
To add a chat monitor, do the following: In Settings, select the Automation section and click on the Chat Monitor tab. Now click on the Add button to set-up a new chat monitor. In the Choose a Type, select a type you would like to monitor. Click on ...
How to delete a Chat Monitor?
To delete a chat monitor, click on the Delete button under the Actions section.
Who can Monitor Chats?
Role Can Monitor Administrator Supervisor and Associate Supervisor Associate Associate None
An example of how to Route Visitors to Specific Agents
In the below example, two rules are set to route the visitors. In the First rule, if the number of Open CRM Potential is more than 2, then the visitors will be routed only to the selected agents. In the second rule, if the number of past chat of the ...