Live Agent - View chats of other users to monitor quality
started a topic
about 2 years ago
I want to be able to monitor live chats of other users and customers. For example, I'm a manager and want to monitor how Joe is doing handling customer questions. Joe is using Live Agent to chat with a customer. Is there a way to setup Live Agent so that a manager can view the live chats of their subordinates?
I second this request. We need it so bad. If all the below can be available on a single supervisor page or something, it'd be awesome.
To know how many agents are online
How many current chats they are handling
Open the chat and see what they're talking about
6 months ago
With Freshchat, you'd be able to view and join any conversation as an admin and quickly help the other agents if needed. Freshchat has replaced the traditional live chat as the ultimate messaging experience in Freshdesk. Here's what you need to know about the Freshdesk - Freshchat integration.