Chat monitoring


Chat monitoring is ideal for internal training and support. With WhosOn, your supervisors can oversee live chat sessions in real-time.

This not only helps agents during difficult sessions, but also offers an easy way to ensure service standards are being met. Here’s how chat monitoring works:

• Individual access rights to monitor chats can be set up from inside your WhosOn settings

• Named users can then view all active chat sessions in a single summary view

• Individual chats can be selected for closer monitoring as needed

• Managers can send private ‘whisper’ messages to coach the agent and help them respond

• ‘Listen in’ options are also available, for discreet quality control