Monitoring Ongoing Chat Sessions

See Also

Permissions Required

Manage Media Chat - To create, edit, and delete Default Team and Global Options and the Proactive Filter, purge Visitor Details, reload Media Options, delete inactive chat servers, and access the Manage, View Status and the View Queue tabs in the Talisma Chat Workspace.

You can perform operations such as monitoring an ongoing chat session, and checking cumulative load for Users across Teams. This enables you to keep track of work, and to support new Users.

The cumulative load of the User is displayed within square parentheses. The numerator displays the number of sessions currently being handled by the User, and the denominator displays the total number of Real Time Stored sessions that the User can handle. The value displayed in the denominator is configured in Talisma Business Administrator.

To Monitor an Ongoing Chat Session

1.  In the Manage tab of the Talisma Chat Workspace, the Teams/Users pane displays the list of Users belonging to Teams in which you have the Use Media Chat Permission.

2.  Click the plus sign (+) next to a Team and select the User you want to monitor. The User's active sessions are listed in the Active Sessions pane. Select the required session to view the conversation in the Transcript pane.

3.  As the Supervisor, you can view the ongoing chat session and send comments to the User, and send messages to Users and visitors, if it is required. These comments are not displayed to the visitor, but are saved as part of the Interaction that the User would create at the end of the chat session. Open the Interaction to view these comments displayed in gray font with the rest of conversation.

To Check the Load Handled in the Manage Tab

1.  Select the Teams/Users pane in the Manage tab, and click the plus sign (+) next to the Teams to view Users in the selected Team.

2.  Select the required Team.

3.  Click .

The cumulative load of all Users in the selected Team is displayed.

Note  You can select a User and click to view the cumulative load of the User across all Teams.

To Check the Load Handled by Users in the Chat or View Queue Tabs

1.  Click the Chat tab.

- OR -

Select the Teams pane in the View Queue tab.

2.  Click .

The Check Load dialog box is displayed with the cumulative load for all Users.

Note  When you select a User in the Check Load dialog box and click the Check Load button, the User's updated cumulative load across Teams, is displayed.