Managers and team leaders can use the Monitoring and Barging In features to gain real-time visibility into active customer chats and intervene when necessary. This is designed to simulate walking the floor in a physical environment, allowing you to observe the conversations as they happen.
Why use Monitoring and Intervention in Live Chats:
- Real-Time Supervision: Watch your team’s interactions with customers to identify successful patterns or areas for improvement.
- Strategic Intervention: If you notice a customer becoming frustrated or a new team member struggling with a complex query, you can take immediate action to resolve the situation.
Live Chat Visibility
The live chats you can monitor depend on the Team assigned to that Live Chat Interaction. You will only see active chats that were broadcast to a team you are a member of.
How to Monitor and Barge into Chats
Follow these steps to navigate to Live Engagements and intervene in a conversation if necessary:
- Click Live Engagements in the top navigation bar.
- Select Active Calls and Chats from the left-hand menu.
- Expand OTHER MEMBER CHATS in the left pane.
- Select the chat you wish to monitor.
- (Optional): Click Barge in at the top of the middle pane to take over the chat
