First Steps with Monitoring Chats

The Monitor tab shows all Virtual Assistant and Live Agent chats, for you to assess how users have been interacting with the Virtual Assistant as well as live agents.

How does it work?

Chats can be filtered and monitored in two ways:

1. Search by keywords or time period
2. Filter by tag or chat source

Steps to monitor chats:

1. Within the Live Chat dashboard, navigate to the “Monitor tab”.
2. Only the most recent chats of active users will be shown.
3. Chat information is refreshed daily.

Note:

Once the search is complete, agents don’t forget to click the “Clear” button to reset the view to default.

This is important, otherwise agents will not be able to monitor all other chats.