Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Joining chats, managing chat assignments, and accepting chat assistance requests

As a supervisor, you can join chat sessions, update the chat assignments, and accept requests to assist for a chat session. You can perform these actions directly from the Monitoring dashboard that displays all the chats. Whenever an agent requires your help with a chat, you can either join the chat session or assist the agent with that chat. You can transfer an already assigned chat to another agent or release the chat to the support queue. Also, you can assign a pending chat to an available agent.

To join a chat session

As a supervisor, you can join a chat session from the Monitoring dashboard. 

  1. On the Monitoring dashboard, click Actions for the chat that you want to join. 
  2. Click one of the following options:
    • Participate Chat—If you want to perform chat actions.
    • Monitor Chat—If you want to monitor the chat and not perform any chat actions. 

      Important

      You can view the options to join a chat session if you are not assigned to the chat or you haven't already joined the chat session as an invitee.

  • The following image shows the chat actions that you can perform from the Monitoring dashboard:
  • The chat session is added to the My Chats tab in the agent console. You can view the chat and perform actions in the agent console only if you have the ESChat_Agent permissions.  

To learn more about the Participant or Monitor modes, see Inviting agents to join chats and responding to invitations

To assist an agent with a chat

On the Monitoring Dashboard, on the Chats tab, a red flag  is displayed against a chat if an agent has requested your assistance. A circle  is displayed on the Chats tab either when you need to assist an agent for a chat or if the SLA for that chat is missed. After you assist the agent, you can click the flag icon against the chat to remove the flag.


To transfer or release an assigned chat

  1. On the Monitoring Dashboard, click the Action list  for the chat that you want to transfer or release.
  2. Click Transfer chat or Release chat, as shown in the following image:

  3. Based on the option that you select in Step 2, perform any of the following actions:
    • If you select Transfer chat, a pane with all the available agents and support queues is displayed. To transfer the chat, perform one of the following actions:
      • On the Agent's tab, select your name or another agent's name, and click Assign.
      • On the Support Queues tab, select the required support queue and click Assign.
        You can select a support queue if your administrator has enabled it.
      When a supervisor transfers a chat from agent A to agent B, a notification is sent to agent A.

    • If you select Release chat, a confirmation message is displayed.

To assign a pending chat

  1. On the Monitoring Dashboard, click the Action list  for the pending chat that you want to assign.
  2. Select Assign to agent as shown in the following image:

    A pane with all the available agents and support queues is displayed. 
  3. To assign the chat, perform one of the following actions:
    • On the Agents tab, select your name or another agent's name, and click Assign.
    • On the Support Queues tab, select the required support queue and click Assign.
      You can select a support queue if your administrator has enabled it.
    The following images show the panes with available agents and support queues displayed:

          


Troubleshooting

When a supervisor selects the Transfer chatAssign chat, or Release chat action from the Monitoring Dashboard, each action is logged in the ES_Chat:Report_Event form. You can use this data for debugging any errors or issues.

The following image shows the ES_Chat:Report_Event form:


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