Supervision and Management
Supervise your chat agents in real time
Monitor your agents' activities in real time using a dashboard displaying summaries of their activities.
View the agents' screens and step in when needed
You can help or guide your agents by viewing their screens in real time. You can follow along with live conversations. If necessary, you can even take over and respond with the agent.
Monitoring the queue
Avoid bottlenecks in the queue by manually assigning conversations to available agents.
Organize your agents by area of expertise
Increase your efficiency by sending your agents the inquiries that match their specialties, language, skills, etc. Is one more specialized in customer service, and another in presales? Set up your routing rules with a few clicks, and your agents will receive the inquiries that best match their strengths.