Chat Monitor
Chat Monitor allows you to oversee chat conversations between your operators and visitors. Using this feature, you can supervise and coach your agents, and also specify the type of chat conversation which you would like to monitor.
Benefits of Chat Monitor
- If you wish to monitor an operator in stealth mode, then you can add them here. You can join the conversations that you monitor any time that you want to in case your operators need your help.
- You can use this option to train your new operators or to observe the conversations of the prospective visitors on your website.
Types of Chat Monitors
Operator Name : If you want to monitor all the conversations of a specific agent with the visitor, then select the Operator Name from the drop-down that is populated with the list of available operators.
IP Address : If you want to monitor the chats that originate from a specific IP address, then choose the IP Address option and enter the specific IP you would like to monitor in the text box.
Visitor Email : If you want to monitor the chat conversation of a specific visitor irrespective of any agent he/she converses with, then choose the Email Address option and enter the Email address of the visitor in the text box.
How to add a Chat Monitor?
To add a Chat monitor, do the following:
- Navigate to Settings > Controls > Chat Monitor.
- Now click on the Add button to set-up a new monitor.
- In the Choose a Type, select the type of monitor you would like to set up.
- Click on the Add button to register changes. You can view the added chat monitors listed in the Chat Monitor section.
Who can Monitor Chats?
| Role |
Can Monitor |
| Administrator |
Supervisor and Associate
|
| Supervisor |
Associate |
| Associate |
None |
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 make suggestions through internal chat.
- If required, you can also click on "Join this chat" and join the conversation.
How to delete/disable a Monitor?
To delete a chat monitor,
- Click on the Delete button on the far right.
- A confirmation pop-up appears. Click Delete again and your monitor will be deleted.
To disable a monitor,
- Click on the Toggle button on the right side of the corresponding monitor and it will be disabled.
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