System Administrators and Managers have the ability to monitor an Agent's Active Groups. This feature allows them to identify which Agents and departments are currently accepting tickets and live chats. In addition, it's possible for Managers and System Administrators to monitor the workload of a single Agent or all Agents in a particular Department or Group.
NOTE: Audit reports that show this information are available and may be helpful when reviewing Agent performance or when refining business procedures. For more information, please refer to the Audit Reports page of the SmarterTrack Online Help.
Follow these steps to view the current live chat workload and live chat detail for an Agent:
Learn more about the SmarterTrack online help desk and how you can improve your overall customer service.
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