ProvideSupport offers a powerful tool that allows you to monitor all live chats your agents are handling in real time. This feature is perfect for training new agents or managing workloads in a dynamic environment, where team members can step in to assist each other when needed.
How It Works
To get started, you'll first need to enable chat monitoring in the agent's profile. Go to the "Operators and Departments" page in your account's control panel, click the pencil icon to edit the agent's profile, and check the "Monitor chats" box. Once activated, the agent will be able to see all ongoing chats of their teammates in the "Monitored Chats" section within the operator app.
Training Agents in Real Time
If you're a team manager looking to train new agents, this feature is invaluable. It allows you to watch live conversations as they happen, almost like being a co-pilot in the chat room. If you see that an agent is struggling with a difficult customer or becoming overwhelmed by the volume of chats, you can easily click "Join Chat" to jump into the conversation. This won't remove the original agent from the chat but will let you assist them by responding to the customer together.
Once you join a chat, that conversation moves to the top of your operator panel, where your active chats are listed. When you're finished, you can simply leave the chat by closing it as you normally would. If other agents remain in the chat, they can continue the conversation. However, if you're the last person to leave, the session will automatically end.
Maximizing the Benefits of Chat Monitoring
Chat monitoring is more than just a training tool. It also helps maintain smooth operations in a flexible support environment. It enables your team to handle fluctuating workloads more effectively, ensuring that no chat goes unattended even during busy periods. Agents can monitor each other's conversations and step in when needed, whether to assist with difficult cases or help manage overflow.
By making chat monitoring a part of your team's routine, you not only train agents more effectively, but also foster a culture of collaboration and mutual support. It's a feature that strengthens both individual performance and team efficiency, leading to better customer experiences.
