Monitoring Chat & Email Interactions
The Coaching page lets you live monitor an agent while they handle webchat and email interactions.
Note. The Monitor Interactions option only appears for agents who are in an interaction campaign.
Starting interaction monitoring
- Select an agent from the list on the left of the Coaching page.
- Select Monitor Interactions on the right. This opens a new tab showing the agent's current interactions.
Viewing an interaction
The right side of the monitoring screen lists every interaction the agent has at the time you're monitoring. Select one to view it in detail in the main area of the screen.
For a webchat interaction, the pre-chat questions are also visible, and can be minimised if not needed. Scroll down to work through the conversation.
When a new message comes in, a New messages icon appears, prompting you to scroll down to see it. You can also select the icon to auto-scroll straight to the latest message.
Closed interactions
When an agent closes an interaction, it updates in the list on the right to show it's closed, and appears in dark grey.
Note. Closed interactions remain in the list until you refresh the page, which removes them from view.