Agents with the Chat.Supervise usertype access right can view the Manage Chats page. This page lists the details of all waiting and assigned chats (Active Chats page), and the status of all chat agents that are logged into iService (the Logged in Agents page). Watch the video below for a short overview of these pages.
The Manage Active Chats Page
1) Topic: This is the topic selected by the customer, or hard coded into the chat link. This topic determines the agents to which the chat is routed based on agent skills.
2) Available Agents: The number of chat agents logged in and available that have skills for the topic.
3) Waiting Chats: The number of chats in each topic requested by customers that are waiting for an agent.
4) Assigned Chats: The number of chats in each topic assigned to an agent.
5) Subject: The subject of the chat entered by the customer or selected from a menu in the customer chat window.
6) Visitor ID: The customer's name.
7) Operator: The iService Agent currently assigned to the chat.
8) Time in Chat: The time since the initial operator accepted the chat. This is updated in real-time on the chat supervise page.
9) Wait Time: The time the customer waited before their chat request was accepted. This is updated in real-time until the chat is assigned.