Does an agent or supervisor have any visibility into how visitors are engaging with the chat system?
Yes, a supervisor can navigate to the Web Visitors tab of the Engagement Portal. All visitors will be listed there that fall into one of the following categories:
- Visiting - On the page but is not interacting with chat.
- Invited - When the user has been presented a pre-chat survey, or the engagement has attempted to grab the visitor’s attention.
- Waiting - User has clicked Submit and are waiting for an Agent to be assigned.
- Chatting - User is in an active conversation with an Agent.
An agent, however, has no visibility into user activity until a chat request appears in his/her queue.