SMS Monitor

Supervisors and Managers can oversee agents' SMS interactions with customers. To do so, ensure you have the necessary permissions and access to the appropriate queues. Navigate to Cases > All Cases and locate the ticket you wish to monitor. Alternatively, you can access the Workitem Details from the Dashboard and click the link to the case. Once the case is selected, a toolbar will appear in the bottom-right corner, providing the options to "Monitor" or "Join" the case. (Note: Only active SMS threads can be monitored.)

When monitoring an interaction, this allows the Supervisor or Manager to "silently" monitor the SMS thread, it also includes a "barge in" feature where the user monitoring may participate in the SMS thread, without counting as a work item.

Once the user is finished monitoring the SMS Chat, by selecting the drop down next to the disconnect button, there are two options to select from "Transfer" or to "Stop Monitoring" which removes the user from the SMS thread. (Note: This will neither alert the agent or customer.)