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Silent Monitoring


Enables a supervisor to monitor a conversation silently between the agent and the customer to see, how the conversation is going on.

From the Active Conversation Detail Dashboard, the supervisor can silently monitor a conversation but the supervisor can not send a direct message to the customer.

silent monitoring.png
Silent Monitoring

To Silently Monitor

On the left-hand side of the conversation view, active conversations are listed. Supervisors can also see the monitored conversations with an eye icon silent monitoring-visual.png to differentiate it from normal conversations.

While monitoring the conversation, supervisors can:

  • Exchange the whisper message with the agent using the Whisper tab to assist him without letting the customer know about it. To learn more, see Send a Whisper Message

  • Jump into conversations if required by clicking on the Barge-in button at any time. 

  • Leave the chat.

While silently monitoring the conversation, supervisors can not:

  • Directly send a message to the customer.

  • Transfer the conversation.

  • Have a conferenced conversation.