Monitor_an_agent_s_live_web_chat_session
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Monitor an Agent's Live Web Chat Session

  1. Click the Menu MenuButton.png button and then select Monitor Agents.
  2. Select the agent’s parent agent group. This displays the group’s logged on agents.
  3. Click the agent’s Chat status button. This displays the name and subject of the chat initiator and a Listen button.

MonitorChat_cropped.png

  1. Click the Listen button to open the live conversation in another panel.
  2. Click Close at the bottom of the conversation window to stop monitoring.