[25857, 26496, 26518] Chat Supervisor Function/Feature

[iskolares]

The DD Chat function currently does not have a way for someone to see active chats, silently join it, oversee how it is being handled, and others real-time.

The only way for a someone to see how a chat was handled is via the chat history, which is not real-time.

Use-case:

• A senior tech wants to silently join a chat, then "whisper" to the junior techs/newbie a few tips on how to handle the issue
• A supervisor just wants to see how many chats are pending, how many are active and how many techs are not taking in chats
• A QA wants to silently join a chat to quality-check how the chat is being handled

[EliteTechCEO]

Here is a list of chat features we left behind at LiveChat:

https://www.livechat.com/features/

Ideally, the following items would be nice:

1. Silent Join with Whisper to Tech
2. Barge in so that a supervisor can join
3. Active Chat List that a supervisor can see which could include a summary of each chat (who, ticket, duration, idle time)
4. Rich messages
5. Canned or "Macro" responses
6. Reports (how many chats occurred, how long were they, etc.
7. Built in 5 star rate the chat once it closes

To me, these would be basic requests for a chat system.

[prysmcorp]

@Chrispe66 great list of features that would be worth consideration into a product like DD.

[iskolares]

Related ticket #26496

[iskolares]

Related ticket 26518 - they want to see a "Chat Queue", seeing who are the techs available and waiting for a chat and a way to prioritize which techs get the chats first