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:

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