Once you stop jumping in excitement, you'll notice that your role as administrator doesn't quite end just now. In a support service environment, it's very common for team leaders to listen in on conversations, to provide input for an agent's performance assessment and review. In this section, we'll give two users the power to secretly listen in on any conversation. We'll also look at Fastpath's reporting tools for browsing through chat history.
Users who can secretly listen in ongoing conversations are known as room monitors, in Fastpath speak. To add one (or more) to a workgroup, head over to Fastpath | Workgroups Manager | View Workgroups and select your workgroup. In the extended workgroup settings, click on the Room Monitors link.
In the page that opens you see a huge textbox where you can add as many users as you wish. All of these users will have the power to listen in the conversation of other users, with their...