If you notice a chat duration that is unusually long, you
can monitor the chat to see if there are any problems. By making sure
chats flow through the system without interruption, you increase customer
satisfaction.
When you monitor a chat session, the chat automatically
opens on the Engagement tab. The look and feel of the Engagement tab
is the same for both supervisors and agents.
Tip: When
monitoring a chat, you might want to disable auto scrolling on the
chat sessions workspace so the Transcript window does not automatically
scroll to the newest thread every time an agent or customer updates
the chat session. For information about the Auto Scroll Control Position
property, see
Selected Object Properties.
- Click Login Chat to log in to Chat.
-
From the Chat Supervisor Queue Snapshot report, select the chat you want to monitor and
click Monitor, or you can right-click and select
Monitor.
The chat session opens on the Engagements tab and you can view all correspondence
between the agent and customer. At this point, the agent does not know the chat is being
monitored. The private response Compose field displays.
- To send a private message to the agent, enter your message
in the private response Compose field and click Send Private
Message.
Your message appears on the chat transcript and is indicated
to be a private message. The agent cannot respond to your private
message unless you join the chat.
- To join the chat you are monitoring, click Join.
Two Compose fields display, one with a white background for public messages to the agent
and customer, and the other with a blue background for private messages to the agent. The agent
is notified that you joined the chat.
- To send a message, enter your message in either the public
or private Compose field, and click Send Public Message or Send Private Message, as appropriate.
Customers don’t see private messages to the agent. Send a public
message if you want the customer to see your message to the agent.
- To leave the chat you are monitoring, click Leave.
You are disconnected from the chat and the monitoring
session ends. If you were only monitoring and had not joined the chat,
the agent is not notified that you left. If you joined the chat, the
agent is notified that you left the chat.