SmarterTrack allows system administrators to monitor all of the live chats in the system. This gives managers the ability to coach agents if they need additional help serving a customer via live chat and can also be used for training or quality assurance purposes.

Applies to SmarterTrack 6.x - 12.x

To monitor live chats, follow these steps:

  1. Log in to SmarterTrack management interface as a system administrator.
  2. Click the Live Chat icon.
  3. Expand Global Live Chats in the navigation pane.
  4. Select the live chat(s) that you want to monitor:
    • For a list of active live chats, click Active.
    • For a list of live chats in the queue, click Queue.
    • For a list of past live chats, click Inactive.
  5. To view a specific live chat, click the desired chat and it will load in the preview pane. Alternatively, you can double-click the desired chat to view it in a popup window.

NOTE: If you are using SmarterTrack's branding feature and want to monitor active live chats for a specific brand, expand the appropriate brand and click Active.

For more information, refer to the Live Chats Overview page in the SmarterTrack Online Help.