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Live Agent Support Supervisors

Live Agent Support Supervisors

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Live Agent for Support
Supervisors
Salesforce Spring

salesforcedocs
Last updated February

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as are other names and marks Other marks appearing herein may be trademarks of their respective owners

CONTENTS

Live Agent for Support Supervisors
Supervisor Panel
Assign Skills to Agents
Report on Live Agent Sessions

Index

LIVE AGENT FOR SUPPORT SUPERVISORS SALESFORCE

CLASSIC

Welcome to Live Agent for support supervisors Live Agent is a comprehensive chat solution that
makes it easy for your agents to support customers With Live Agents 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 Live Agent in Salesforce Classic
Available in Salesforce Classic
Available in Performance Editions and in Developer Edition orgs that were created after June

USER PERMISSIONS

To chat with visitors in Live
Agent in the Salesforce
console
Live Agent is enabled
set up and included in
a Salesforce console
app

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 Live Agent is a
chat solution thats 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 Live Agent 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 Live Agent Supervisor Panel for Salesforce Classic
The Live Agent 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 Live Agent Sessions
Gain insight into your agents chat activities by building reports about Live Agent chat sessions

SEE ALSO

Live Agent for Support Agents Salesforce Classic
Live Agent for Administrators
Permissions for Live Agent Support Supervisors

The Live Agent Supervisor Panel for Salesforce Classic
The Live Agent 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

Live Agent 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 Live Agent
supervisor panel in the
Salesforce console
Access to the Live Agent
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 Live Agent 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

Live Agent 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 Live Agent 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 Live Agent

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

Live Agent 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

Live Agent 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 Live Agent
supervisor panel in the
Salesforce console
Access to the Live Agent
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 Live
Agent configuration
To send whisper messages
to agents
Whisper Messages
Enabled in your Live
Agent configuration

Live Agent 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 Live Agent 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 Live Agent Sessions
Gain insight into your agents chat activities by building reports about Live Agent 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 Live Agent chat sessions and use it to run reports on your
agents sessions using the Report Builder These Live Agent 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 Live Agent Sessions as the primary object
Create a new Live Agent 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
Live Agent Session Records

INDEX

Live Agent continued
supervisor panel
whisper messages

L

Live Agent
agent status list
custom report type
monitor chats
queue status list
Salesforce console
sessions
skills
status

S

supervisor panel
agent status list
monitor chats
queue status list
whisper messages

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