# 6.2.2 Chat monitoring

## Chat monitoring interface

<figure><img src="/files/j9LqetdraODR0mFtZTnm" alt=""><figcaption></figcaption></figure>

### (1) Information filter

* **Queue:** filter real-time chats by queue name. The user can either unselect a queue (to see all) or select multiple queues (to view chats in that queue).

### (2) Real-time chat fields

* **ID:** chat code on StringeeX&#x20;
* **Customer:** customer name entered at the beginning of the conversation (for Zalo, customers who have not clicked interest will display Zalo's Visitor ID)&#x20;
* **Email:** the email entered by the customer at the start of the conversation&#x20;
* **Queue:** conversation reception queue&#x20;
* **Status:** the status of the chat, including ringing (pending to the agent but the agent has not received) and answering (the agent is chatting with the customer)&#x20;
* **Status duration:** duration in the current status of the chat&#x20;
* **Agent:** the agent is chatting with the customer or the agent to which the system is pouring the conversation&#x20;
* **Start time:** chat start time&#x20;
* **Action:** management interventions. *Note: supervisor/admin can only perform interventions on a chat that has been received by the agent (the status is answering).*&#x20;
  * **View:** watch live chat&#x20;
  * **Join:** join the conversation&#x20;
  * **Transfer:** move the conversation from the current agent to another agent&#x20;
  * **End:** end the conversation


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