Solved Can Admin see all Live Chats, including those that have been transferred?

[dan_00]

Is there a way that Admin users can see all Live Chats, including those that have been transferred to a particular agent?

 

[VasilisV_3CX]

Hi Dan,

The way for admin users to see all live chats, is to give the Manager rights to the managers in the queues you select.

If an agent transfers the chat from one queue to another, the manager will need rights in both chats to monitor it. Once a chat is marked dealt with, the manager can review the chat via reports.

 

[dan_00]

thanks for this @VasilisV_3CX

However I can't see this setting? Could you please give me directions as to where to go for this setting?

 

[VasilisV_3CX]

Hi Dan,

Sure no problem! You select the queue you've set up for Live Chat, click Notifications and add the extension which you'd like to have management rights.



Note that in Messaging, the same queue should be selected. At this point when the management extension logs in to the Web Client, they should have 3 tabs in the Chat section: i) Recents, ii) Archived and now iii) Monitor.

 

[dan_00]

Thanks, this can be marked as solved.