Live Agent Support Supervisors
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Chat for Support Supervisors
Salesforce Summer
salesforcedocs
Last updated May
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CONTENTS
Chat for Support Supervisors
Supervisor Panel
Assign Skills to Agents
Report on Chat Sessions
Index
CHAT FOR SUPPORT SUPERVISORS SALESFORCE CLASSIC
Welcome to Chat for support supervisors Chat makes it easy for your agents to support customers
With Chats supervisor tools you can easily monitor your agents activities assist your agents in
chats and view data on your agents chat sessions This information applies only to Chat in Salesforce
Classic
Available in Salesforce Classic
USER PERMISSIONS
To chat with visitors in the
Salesforce console
Chat is enabled set up
and included in a
Salesforce console app
Available in Performance Editions and in Developer Edition orgs that were created after June
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
As a support supervisor you oversee your employees to ensure that they provide the best customer support possible Chat is fully
integrated with the rest of Salesforce making it easy for you to access the information you need about your agents and their chat activity
in a single workspace
Whether youre a seasoned veteran or new to Chat there are several tools at your disposal that make it easy to support and monitor
your chat agents as they work with customers Lets get started
The Chat Supervisor Panel for Salesforce Classic
The Chat supervisor panel is your onestop shop to find information about your departments chat buttons and chat agents From
the supervisor panel you can monitor agents chat activities as they chat with customers and view customer traffic on specific chat
buttons all in real time The supervisor panel is conveniently located in the Salesforce console so its easy to access it without
switching out of the app
Assign Skills to Agents
Assign skills to your agents as the expertise of your team evolves
Report on Chat Sessions
Gain insight into your agents chat activities by building reports about Chat sessions
SEE ALSO
Chat for Support Agents Salesforce Classic
Chat for Administrators
Permissions for Chat Support Supervisors
The Chat Supervisor Panel for Salesforce Classic
The Chat supervisor panel is your onestop shop to find information about your departments chat buttons and chat agents From the
supervisor panel you can monitor agents chat activities as they chat with customers and view customer traffic on specific chat buttons
all in real time The supervisor panel is conveniently located in the Salesforce console so its easy to access it without switching out of
the app
Chat for Support Supervisors Salesforce Classic
Access the Supervisor Panel
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
Access the Supervisor Panel
Access the supervisor panel conveniently from the Salesforce console to easily monitor your agents chat activity
Agent Status List
The agent status list in the supervisor panel gives you access to realtime information about your agents chat activity
Queue Status List
The queue status list in the supervisor panel gives you access to realtime information about your organizations chat buttons and
queues
Monitor Your Agents Chats
View your agents chats from the supervisor panel as they help customers You can monitor agents performance and give them
realtime feedback and help as they serve customers
Access the Supervisor Panel
Access the supervisor panel conveniently from the Salesforce console to easily monitor your agents
chat activity
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
USER PERMISSIONS
To use the Chat supervisor
panel in the Salesforce
console
Access to the Chat
supervisor tab in a user
profile or permission set
and included in a
Salesforce console app
To access the supervisor panel in the Salesforce console select Chat Supervisor in the consoles
navigation list
The supervisor panel appears in the main console window giving you access to realtime information about your Salesforce orgs chat
buttons and agents
Agent Status List
The agent status list in the supervisor panel gives you access to realtime information about your agents chat activity
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
Chat for Support Supervisors Salesforce Classic
Agent Detail
Description
Agent Name
The name of the agent
Queue Status List
Note If a red flag appears next to the name the agent has requested help Respond via the chat
detail module far right
Status
The agents Chat status
Action
The actions you can take to change the agents status
No Chats in Progress
The number of chats that an agent is engaged in
No Requests Assigned
The number of pending chat requests that are currently assigned to the agent
Time Elapsed Since Login
The amount of time the agent has been logged in to Chat
Time Elapsed Since Last
Accept
The amount of time since the agent last accepted a chat request
Message to Supervisor
optional
The private message that the agent sent with a help flag
Expand each agents name to see details about the customers theyre chatting with
Customer Detail
Description
Visitor Name
The name of the customer if available
IP
The IP address of the customers device
Network
The customers network if available
Browser
The type of internet browser the customer is using to connect to their chat window
City
The city the customer is chatting from
Country
The country the customer is chatting from
Duration
The amount of time the customer has been engaged in a chat with the agent
Action
The actions you can take to view the customers chat with the agent
SEE ALSO
Chat Statuses
Queue Status List
The queue status list in the supervisor panel gives you access to realtime information about your organizations chat buttons and queues
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
Chat for Support Supervisors Salesforce Classic
Monitor Your Agents Chats
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
Queue Detail
Description
Button Name
The name of the chat button
ID
The unique Salesforce ID of the chat button
Queue Length
The number of chats that are waiting to be assigned to an agent
Longest Wait
The longest amount of time a customer chat has waited to be connected to an agent
Monitor Your Agents Chats
View your agents chats from the supervisor panel as they help customers You can monitor agents
performance and give them realtime feedback and help as they serve customers
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
In the Agent Status list click to expand the information about the agent whose chat you
want to view If an agent has requested help you see a red flag next to the name and a private
message far right if the agent entered one
To view a chat click View in the Action column of the chat you want to monitor
The chat monitor opens in the Agent Status list
To send a private message to an agent as the agent is chatting with a customer type your
message in the message field and press Enter
The agent can see your message in the chat log but the message is invisible to the customer
When you finish monitoring your agents chat click
again to collapse the chat monitor
To remove a flag after youve provided help click Lower Flag
SEE ALSO
Agent Status List
USER PERMISSIONS
To use the Chat supervisor
panel in the Salesforce
console
Access to the Chat
supervisor tab in a user
profile or permission set
and included in a
Salesforce console app
To view agents chats
Agent Sneak Peek
Enabled in your Chat
configuration
To send whisper messages
to agents
Whisper Messages
Enabled in your Chat
configuration
Chat for Support Supervisors Salesforce Classic
Assign Skills to Agents
Assign Skills to Agents
Assign skills to your agents as the expertise of your team evolves
USER PERMISSIONS
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
To assign skills
Assign Chat Skills to
Users
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
In Setup enter Skills in the Quick Find box then select Skills
Click the name of the skill you want to assign
Click Edit
Select either the profiles recommended or individual users who have this skill
Click Save
Note Skills are visible to all users but only your administrator can create skills
Report on Chat Sessions
Gain insight into your agents chat activities by building reports about Chat sessions
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June
Available in Unlimited Edition and Enterprise Edition with the Service Cloud
USER PERMISSIONS
To create edit and delete
reports
Create and Customize
Reports
AND
Report Builder
You can create a custom report type for Chat sessions and use it to run reports on your agents
sessions using the Report Builder These Chat session reports can provide insight about your agents chat activitiesfor example whether
or not your agent team is able to handle all chat requests from your customers
Create a custom report type using Chat Sessions as the primary object
Create a new Chat report using the Report Builder in Salesforce Classic or the Reports tab in Lightning Experience
Customize your report to include the columns of information you want to feature
Save or run the report
SEE ALSO
Create a Report
Build a Report in Salesforce Classic
Chat Session Records
INDEX
Chat continued
whisper messages
C
Chat
S
custom report type
monitor chats
queue status list
sessions
skills
supervisor panel
supervisor panel
monitor chats
queue status list
whisper messages
