SingleComm's Omnichannel messaging system is a powerful communication tool that allows agents to chat with customers through a variety of channels, all from within CX Route.

As a supervisor, you are able to perform all of the agent functions plus:

Monitor Agent Chats
Takeover and Disposition Agent Chats (Coming Soon)
Set Up Chat Campaigns

1. Monitor Agent Chats

Chats are monitored from the Supervisor Dashboard.
Click OC Dashboard in the left-hand navigation bar

Chat Management:

The left side of the Supervisor Dashboard is reserved for Chat Management. This is where you will see the following:

Total number of chats in the queue
Total number of chats in progress
Total number of recently dispositioned chats
Customer name
Agent that is currently in the chat
Campaign name
Channel, or chat format (web, Facebook, SMS, email)
Length of time the chat has been queued, or in progress
Monitor button to view the chat in progress
Forward/Back navigation buttons

Things you can do here:

See the number of chats in the queue
Scroll through the pages of current chats for a quick overview

Chat Monitor:

The left side of the Supervisor Dashboard is reserved for the details of the chat(s) you are currently monitoring. This is where you will see the following:

Entries of the chats from the Chat Management pane that you have chosen to Monitor, with the selected chat bubble highlighted
Chat info including customer name and chat duration
Chat Monitor minimize button- hides/shows the Chat Monitor
Chat Monitor click and drag sizing- allows for vertical resizing of the Chat Monitor pane
Customer Details: (if applicable, or n/a)
- Name
- Email
- Phone
- Widget
- Site
- Page
- Referrer
- IP
Customer/Agent correspondence
*Conversation can also be expanded by clicking the arrow next to and hiding Customer Details
Timestamp(s)

2. Takeover and Disposition Agent Chats (Coming Soon)

3. Set Up Chat Programs/Campaigns

Supervisors can set up and modify Chat Programs and Campaigns. That process is covered by a series of step-by-step articles, starting with How-To: Create an Omnichannel Program.

Supervisors also have the ability to rank agents for Chat suitability by using the Skill Management feature. For more information on that, click here.

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