The coaching page contains the option to live monitor an agent while they are dealing with web chat and email interactions.
The page itself has a button on the right hand side called Monitor interactions that will appear when you select an agent from the list on the left-hand side of the screen.
This will only appear on agents that are in an interaction campaign.
Fig 1. Monitor interaction button on right.
Upon selecting the Monitor Interactions button, a new tab will be opened displaying the interactions the agent has.
Fig 2. A typical interaction monitoring screen.
The right hand side of the screen will show all interactions an agent has at the time of monitoring.
You can select them to see them in more detail in the main area of the screen.
In Fig 2 above, you can see a webchat interaction. The pre chat questions are also visible (these can be minimised) and you can scroll down through the conversation.
When a new message is added, you will see a 'New messages' icon appear, prompting you to scroll down to view.
You can also click the icon to auto scroll down.
Fig 3. An interaction where new messages have been added by the customer/agent since last viewing.
When an interaction is closed by the agent, you will see the list on the right updated to show its been closed and the interaction will show as dark grey. To remove from view, simply refresh the page.
Fig 4. Monitoring an email interaction with closed interactions on the right hand list.