Chat for Supervisors

Through real-time reporting, Chat makes it easy to manage a group of agents. It is important to familiarize yourself with the Chat Supervisor Home–Real Time dashboard before monitoring agents.

If you think it is necessary to intervene in a chat session, you can do so at any time by joining the chat and monitoring it.

The following reports display on the Chat Supervisor Home–Real Time dashboard. The Chat Supervisor Home–Real Time dashboard refreshes every fifteen seconds or less, depending on server load.

• Current Chat Queue Statistics—Shows the service statistics for each chat queue.
• Current Chat Agent Statistics—Shows the service statistics for each chat agent.
• Chat Supervisor Queue Snapshot—Shows all current chat engagements, which includes customers who are waiting to chat with agents. You can view all agents and their active chat sessions, the number of customers waiting to chat, the average wait time, and the average time duration of chats. See Monitor a Chat Session.