The Manage Tab

This pane displays a list of Teams, and such Users belonging to those Teams who:

•   Have the Use Media Chat Permission.

•   Are logged on to Talisma.

•   Have marked themselves available for Chat.

In addition to the Manage Media Chat Permission, a Supervisor must have the Use Media Chat Permission in one or more Teams to manage the operations of Users in those Teams.

After selecting a Team and a User, a Supervisor can:

•   View Active Sessions with transcript details.

•   Monitor ongoing chat sessions.

•   Send comments to Users.

•   Take over chat sessions.

You can choose to hide the Teams/Users pane. To do so, clear the selection of the Teams toggle option in the View menu.

This pane lists all active chat sessions of a User selected in the Teams/Users tab, and enables the Supervisor to send comments to a User, monitor a chat session, or take over a chat session that belongs to a selected User.

The Active Sessions pane is refreshed automatically at regular intervals if you specify a frequency in the Media tab of the Options dialog box. For more information, see Setting User-Specific Chat Media Options.

Session Details are displayed as columns in the Active Sessions pane. You can customize the columns in this pane. You can sort the columns in this pane.

The columns in this pane are described below:

•   Session ID: A unique identifier for the chat session.

•   Visitor ID: A unique identifier for the visitor engaged in the chat session.

•   Visitor Name: The name of the Contact.

•   If the visitor is a Contact in Talisma Main Database, the relevant values are displayed in the following columns:

•   Contact ID: The ID of the Contact.

•   Visitor E-mail: The e-mail address of the Contact.

For a new visitor, the Contact ID and Visitor E-mail columns are blank.

In addition to the columns described above, you can add Properties of Contacts and Messages as columns in this pane.

Note

If you add the Message Property Session State as a column in this tab, its value could be Queued, Suspended, or Active.