How to monitor the chats of your organization in the Agent Workspace

Genesys DX

How to monitor the chats of your organization in the Agent Workspace

You can view chats that are waiting in queue, closed, or currently assigned to an Operator in your organization.

To list chats, click the arrow in the-top left corner of the workspace above your list of sessions.

Important: You must have Actions > Chats > Grid View: Active Chats permission to see chats in Monitor View.

Chats are grouped on the following tabs:

Queue: Chats in queue waiting to be assigned to an Operator.
Assigned to Agent: Chats which have already been assigned to a live Operator.
Closed: Closed chats of your organization.

+1.888.436.3797

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.