Realtime Supervisor Chat/Video Monitoring

Modified on Wed, 14 Aug at 2:24 PM

Realtime Supervisor Chat Monitoring

To enable a quick way for supervisors to track live interactions, Talkative offers a real-time interaction monitoring system "Chat Monitoring". This system allows supervisors to view all active chats, SMS/WhatsApp, and even video calls, with the ability to filter these interactions by queue or agent.

Interaction monitoring is available on all Talkative subscriptions. Users must be Supervisor or Account Holder level to access the tool.

Features

Supervisors can view all messages in realtime, and click through to the interaction log viewer to view the interaction in greater detail.

Transfer

Supervisors can also transfer the interaction to a queue (chat, chatbot, video, etc.), and choose to send a message to the customer as part of the transfer process (optional).

Limitations

You can transfer from any interaction actively handled by a chatbot (Talkative chatbot, Dialogflow, Einstein, etc.)
If you are using Talkative interaction routing (i.e. the default setup), you can also transfer from any interaction that is queued or assigned to a user/agent
If you are using 3rd party routing (e.g. Mitel, Salesforce), you cannot transfer queue/assigned interaction, you can only transfer the interaction when it is with the chatbot

For video interactions, you see a real-time transcript (if transcription is enabled), and you can also join the call (as a 3rd party) or listen in (as an anonymous listener).

How to use

As a Supervisor or Account Holder, navigate to Live Dashboard and open up the tab called "Chat Monitoring".

You can also edit other Live Dashboards to include interaction monitoring as a widget component, by editing the dashboard.

You can filter the dashboard to only include certain queues and users.

You can adjust the display settings using the toolbar in the top-left corner:

You can also embed the dashboard into other applications.

Note that if you have audit logging enabled on interactions (Interaction Access Logging), chat monitoring will not display to maintain compliance and security.