##### Agent Management Tasks > Monitoring Agents

# Chat Monitoring

You can monitor Agents who are enabled for chat interactions.

You can monitor a chat interaction that is already in progress.

To monitor an agent, submit a chat monitoring request. You can monitor the content of what both the agent and the contact type in the chat window.

This panel includes the following help sections:

- Chat Monitoring Functionality Defined

- Submitting a Chat Monitoring Request

- Configuring Monitoring Type: One Call or All Calls

- Simultaneous Chat Monitoring

- Canceling a Monitoring Session

## Chat Monitoring Functionality Defined

- Silent Monitoring—Enables a supervisor to monitor an agent on any new Chat interactions that the agent accepts following a monitoring request. The supervisor is added automatically to the first Chat interaction that is accepted by the agent that is being monitored.

To start this monitoring function, select Chat Silent Monitoring from the Actions menu. To end this monitoring function, select Cancel.

- Whisper Coaching—Enables a supervisor to assist an agent during a Chat interaction without the contact being aware of the supervisor. Text entered by the supervisor is displayed to the agent only. This text is displayed to the agent with a time and date stamp and the supervisor's username. For example, "12:28 PM Superv".

To start this monitoring function, select Chat Whisper Coaching from the Actions menu. To end this monitoring function, select Cancel.

- Barge-in—Enables a supervisor to join a Chat interaction between an agent and a contact without an invitation from either party; this results in a three-way Chat conference.

To start this monitoring function, select Chat Monitoring Barge-In from the Actions menu. To end this monitoring function, select Cancel.

Notes:

Multimedia Chat and IM have independent Settings dialog boxes and menu items; therefore, a supervisor can monitor both Chat and IM channels simultaneously if the system supports both types of interactions.

A supervisor can switch from Chat Silent Monitoring or Chat Whisper Coaching to Chat Barge-In, and back to Chat Silent Monitoring or Chat Whisper Coaching again, by using the Chat Switch to Barge-In item in the Monitoring menu item of the Actions menu.

If the supervisor selects Chat Barge-In for the Chat session that they are monitoring, any text that the supervisor enters is visible to all participants in the interaction.

## Submitting a Monitoring Request

To monitor a chat session:

1. Ensure that chat is enabled and that your status is Ready.

2. Display the appropriate Agent Group on the list pane. For further information about navigating within the Supervisor Work Area, see Displaying Object Lists and Objects Overview.

You must select an Agent from an Agent Group view.

3. Select the appropriate Agent on the list pane.

You must select an Agent who is already logged in.

4. Click the list pane Actions button and select Selected > Monitor > Chat. You can also click the details pane Actions button and select Agent > Monitor > Chat.

5. The Monitoring Session icon (
   ) will indicate that a request is pending. The Monitoring Session icon is located in the right portion of the Quick Dashboard area. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

   You can apply actions to the monitoring session by using the Available Actions icons that are displayed in the Monitoring Tooltip Table that is displayed when you hover your mouse pointer over the Monitoring Session icon.

   If the Agent logs off, the request is automatically cancelled.

6. When the Agent accepts a new chat interaction, an interaction tab will appear on the left side of the main window.

7. Click the interaction tab to monitor the chat session.

8. After the chat session has been completed, close the interaction.

Notes:

- Multiple supervisors can submit monitoring requests for the same agent; however, only the first request will be successful.

- A supervisor can monitor multiple web chat agents. The maximum number of agents that a supervisor can monitor simultaneously depends on the configuration of the environment. Use the Monitoring Session icon in the Quick Dashboard to view the monitoring status of each agent.

## Configuring Monitoring Type: One Call or All Calls

You can choose to monitor only one chat interaction for a specified agent, or all chat interactions for a specified agent. To specify single session monitoring or continuous monitoring:

1. Click the list pane Actions button and select Selected > Monitor > Chat Monitoring Settings. You can also click the details pane Actions button and select Agent > Monitor > Chat Monitoring Settings.

2. In the Chat Monitoring Settings dialog box, choose which monitoring type to use:

- One Call—Monitor the next chat interaction of the selected agent then cancel monitoring.

- All Calls—Monitor the next chat interaction of the selected agent and all subsequent chat interactions until chat monitoring is cancelled.

Whatever setting you specify will be applied to all agents that you are monitoring.

3. Click OK to set the monitoring type; click Cancel to leave the monitoring type unchanged.

## Simultaneous Chat Monitoring

You can monitor both Chat and SIP simultaneously; however, you must initiate Chat Monitoring and SIP Monitoring independently.

## Canceling a Monitoring Session

To cancel a silent monitoring session:

1. Hover your mouse pointer over the Monitoring Session icon (
   ), which is located in the right portion of the Quick Dashboard area. For further information about the Monitoring Session icon, see Quick Dashboard Icons.

2. In the table that is displayed, select Cancel Chat Monitoring Session from the Available Actions column.

Each supervisor can have one pending chat monitoring request at any given time. (It is not possible to submit a chat monitoring request while another chat monitoring request is pending.)

For an overview of the user interface controls, see Major Areas and Controls.