Supervisor Chat Features
Supervisor chat features are available via the agent manager (supervisor) view within the Engagement portal linked off the Live Assist Portal...
or if you are using Dynamics365 Unified Interface the link can be found via the Dynamics 365- Custom App.
From the bottom left menu select the Live Assist option
Then select the Supervisor Console link for the Engagement Portal page.
1. Viewing chat list or engaging directly with visitors
While logged in to the engagement portal as an admin or supervisor, you have the ability to view and accept incoming chats from the web visitors tab.
Chats viewed here by Supervisors don't have to be collected as they will still be routed accordingly to agents logged into Dynamics, using the LA widget.
2. Joining an existing chat session
In Engagement Portal, click the web visitor. Click the dropdown and then click Open engagement:
You will now be taken to the customer engagement page. You can click Join conversation to communicate with the agent and the customer.
3. Private message an agent involved in an existing chat
Once the supervisor has joined the chat they can send private messages to the agent
Important: Chats handled through this interface will not be available in your CRM Chat Activity records.