Solved Admin cannot view/monitor chats in progress

[hewso]

I have followed the config and the guidance shown in this post but I cannot see any chats. I can access the reports but I cannot view what was said in the chat....

https://www.3cx.com/community/threa...uding-those-that-have-been-transferred.78922/

 

[NickD_3CX]

Hi!

Ok, lets start from what is working for you.

You have configured 3CX Live Chat on your website and have used the "callus" link of a Queue in 3CX.
When web visitors send a chat, the members of the Queue receive the chats in their WebClient and can answer.

Is this working?

 

[hewso]

Yes that is all working. the only thing that isn't working is that a manager cannot view in progress chats or review closed chats once complete.

I have configured the management user as outlined above but I still cannot see anything

 

[NickD_3CX]

The Queue Manager, using their WebClient, can observer the Live Chat Messages that came to the Queue and are being handled by Queue Agents:



The can see the conversation with the Agents.

Once a Chat Session is closed though, it disappears from view. Then the only way to view it is from the Reports or Chat Log from within the 3CX Management Console.

 

[hewso]

Yes I have configured it that way but nothing is displayed in the Monitor view - it is blank

 

[hewso]

update - I have changed the config of my chat and I can now monitor chats. But when they are closed they disappear from view.

You mentioned being able to access the "Chat Log" from the 3cx management console but I cannot find it anywhere in the management console.

 

[NickD_3CX]

You mentioned being able to access the "Chat Log" from the 3cx management console but I cannot find it anywhere in the management console.

Log into your Management Console --> Dashboard and enable the Chat Logs:


Then you should find a menu item on the left in Advanced --> Chat Logs:

 

[hewso]

ah ha! Bingo - the chat logs were not enabled. I have enabled them now and bingo I can see.

Great thanks