Hi Community,

This is second part in the series of helping Agent Chat Managers/Supervisors to setup or utilize the functionality of ServiceNow Agent Workspace.

In this video, managers can join or review an ongoing chat conversation between Agent and end user. This helps managers to review quality of chat at real time and join the conversation if needed or when the Agent is not able to handle.

Part 1: Create Dashboard or reports as Agent chat supervisor / manager

Part 2: How to join an ongoing chat as chat manager or supervisor

Part 3: How to check Agent Presence History as a Chat Manager or Supervisor

Please mark this article as Helpful if it helped you.

Cheers,

Hardit Singh