The History tab of the supervisor WP allows you to review all threads received by the agents in the Threads list – including the ongoing ones. You can see the thread history the way the agents see it, send the client a message (not in the same thread, a separate one) if necessary, transfer the thread, download the chat or routing history, block a client, etc.
The system updates the Threads list every two minutes and every time when you:
- Change a filter setting
- Create a new search
- Open the list again (from another section, page, etc).
You can also update it manually by clicking the Update button: