Chatting with Agents
Supervisor-to-Agent Chat
Table of Contents
Delete
Before You Begin
- Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin
- Ensure that you have enabled the Supervisor to Agent checkbox on the Portal tab of the Client window.
You can chat with one or more agents who are logged in to the Agent Desktop. To do so:
- Log in to the LiveVox Portal (LVP).
- Access the Monitor dashboard at the enterprise or call center level.
- In the Voice section, as required, click one of the following tabs: Outbound, Blended, Inbound
- Ensure that the Agents widget appears in the tabular format.Delete
If the Agents widget does not appear in the tabular format, click the Flip to Table View icon
on the widget. -
In the rows displaying the names of the agents with whom you want to chat, select the checkboxes.
Delete- If you want to chat with all the agents, select the checkbox in the column heading.
- You can chat with a maximum of 10 agents at a time.
Click the Chat icon
.
The Chat window appears displaying the names of the selected agents in the Agents section.-
In the Agents section, select the agent with whom you want to chat, enter your message in the text box, and then press Enter.
Your message is sent to the agent on the Agent Desktop.
Delete
- When one of the selected agents replies to your message, only you can see the reply. The other selected agents cannot see the agent's reply to your message.
- If any of the selected agents reply to your message after you have closed the Chat window, the number of missed messages appears next to the Chat icon
on the Agents widget.