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Monitoring chat sessions

A user with manager privileges can view and monitor active chat sessions for a selected chat server and chat queue. If needed, the supervisor can join an active chat session to provide additional input and manager-level assistance. Chat participants are unaware of the monitoring unless the supervisor joins the chat.

To monitor an active chat session, the supervisor must first log in to the chat server.

Complete the following steps to view or join a chat session.

  1. Log in to the Interaction Portal using your manager-level operator ID and password.
  2. Click Manager Tools.
  3. In the Chat Activity section, select a chat server.

    The Chat Activity section displays the following chat queue information for the currently selected chat server.

    Column Description
    Queues The chat queue name.
    Active chats The number of ongoing chat sessions that originated in this chat queue. This number does not include customers who are waiting for a chat session to begin.
    Longest wait time

    For customers waiting for a chat session to begin, this column displays the longest wait time of any customer in the queue. The time is displayed in the format MM.SS (minutes.seconds).

    If the time exceeds the Service Level Agreement (SLA) that is defined for the queue, the time displays in red and is preceded by a red warning icon. In addition, a red indicator bar displays next to the queue name.

    Queued The number of customers who are waiting for a chat session to begin.
    Online rep The number of Customer Service Representatives (CSRs) that are currently available to handle requests for the chat queue.
    Chats per rep The average number of active chat sessions for each CSR. For example, if there are two CSRs and five active chat sessions, this value is 2.5.
  4. Click the Chat login icon Chat login icon appearance before supervisor has logged in to a chat server to log in to the server that you want to monitor.
    1. In the Chat Login window, select the chat server that you want to monitor.
    2. Enter the display name that is used to identify you to the customer during the chat session in the corresponding field, and then click Login.
  5. Click a chat queue name to view the following information about the active sessions for that queue.

    Column Description
    Rep. The CSR name.
    Time in queue The duration that the customer waited before the chat session began. The time is displayed in the format MM.SS (minutes.seconds).
    Chat time

    The duration of the chat session in the format MM:SS (minutes.seconds).

    • If the time exceeds the SLA value that is defined for the interaction, the time displays in orange and is preceded by an orange warning icon. In addition, an orange indicator bar displays next to the Monitor link.
    • If the time exceeds the Past Deadline value that is defined for the interaction, the chat time, warning icon, and indicator bar all display in red.
    Customer sentiment

    The customer's attitude towards this CSR, based on the customer's most recent chat messages in this session. The sentiment value is one of the following icons: positive positive sentiment icon, negative negative sentiment icon, or neutral neutral sentiment icon.

    Supervisors can show or hide the sentiment, and they can modify how the application calculates this value. For information, see Configuring chat sentiment settings.

    CSR sentiment

    The CSR's attitude towards this customer, based on the CSR's most recent chat messages in this session. The sentiment value is one of the following icons: positive positive sentiment icon, negative negative sentiment icon, or neutral neutral sentiment icon.

    Supervisors can show or hide the sentiment, and they can modify how the application calculates this value. For information, see Configuring chat sentiment settings.

    Customer The name of the customer.
  6. To view a session, click Monitor.

    The page displays the messages sent between the CSR and the customer. The chat participants are unaware of the monitoring.

  7. To join the chat session, click Join the chat.

    When a supervisor joins the chat, the CSR sees a message on their portal page. Once you join the chat, you can enter and send messages. Your message can include common phrases from the Phrases list, as well as web page links from the Page Push list.

  8. To leave the chat session, click Return to monitoring, or click the Close Tab icon Close tab icon on the tab.

Configuring chat sentiment settings

By default, the sentiment values are based on the last three messages. To modify the criteria used to calculate the sentiment value, change any of these When rules in the ChannelServices-Embed-Chat-PegaSystems-ActiveChats class of the PegaFW-Chat ruleset.

  • CustomerHappy
  • CustomerUnhappy
  • CSRHappy
  • CSRUnhappy

To hide the customer and CSR sentiment sentiment values from the chat queue statistics:

  1. Open the ApplicationSettings data transform.
  2. Set the .EnableSentimentAnalysissetting to false.

Published June 29, 2016 — Updated February 9, 2017

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