Solved Queue Manager - not seeing Monitor option for messages

[kilo323]

Hi all

I am very new to this community and have been searching/reading for the past few days on an issue I seem to be hung up on. Call queue managers are not able to see the "monitor" option in the Chats section of the web client. The only options available in the queue are "Recent", "Archive", and "Call Queue Name". The Call Queue option results in only seeing the manager's chats, not all the agents chats in the queue.

I have verified that I am a manager on the call queue, auto-assign is disabled, and chat logs are enabled. I can also see the SMS messages from the admin console when going to Chat Logs. I understand managers would only see chats that started as inbound SMS to the queue, which I verified there are some in the chat logs. However, I am unable to see the "Monitor" option for chats or any agent chats.

Any ideas of where to look?

Thanks in advance!

 

[VasilisV_3CX]

Hi @kilo323,

The 'Monitor' tab was available in v16 but has not been integrated into the Queues in v18. What I mean by this is, if you click the Queue's name as a Queue manager, you'll be automatically monitoring it:



Here I have an extension who is the Manager of Queue A - 871. Bear in mind that they're able to monitor, but if the agent marks the chat as 'dealt with' it will disappear from their chat section and they won't be able to see it any longer.

 

[kilo323]

@VasilisV_3CX

Thank you for your reply and clearing that up about v18. From my understanding, when a chat is marked as "Dealt with" it will show under the "Archived" chats for the particular agent. Are you saying that when it is "Dealt with" it will disappear from the manager view as well and not be visible at all except in the admin console chat log?

Thanks so much for your reply. We are trying to find a good way for managers to keep an eye on the chat messages of agents without needing to login to the admin console.

 

[VasilisV_3CX]

Hi @kilo323,

Yes you've summarised it exactly as I intended, that is correct. It will stay in the archive for the user, but not be visible for the manager. Yes it will appear in the chat logs.

 

[kilo323]

Thank you!

 

[VasilisV_3CX]

Sure thing @kilo323, feel free to open a new thread if you need anything else!