Question ... is there a way to live monitor an agent chat session for QA purposes like you would on the voice side for a web chat session with SocialMiner/UCCX and a web chat session? Currently on 10.6 and moving to 11.5 shortly.
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Expertflow Chat Framework enables supervisors with agent chat live-monitoring capability and also enables the agent to include supervisor in customer chat (like consult/conference call feature in case of voice) for help.