6.2.2 Chat monitoring

This feature allows supervisors and admins to monitor all the chats in real-time on the system, intervening in the chats if necessary.

Chat monitoring interface

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).

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