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Supervisors can now not only Monitor Chats but also assign or re-assign chats to Agents.
Access level needed - Chat Agent Supervisor
Assigning a Chat - An active chat, which is not yet attended by any Agent can be assigned to an agent by the Supervisor.
To assign a chat to an Agent, the supervisor can go to Live chat>Monitor chat, click on 'Assign to an Agent', select the agent to assign it to and click Assign.
Note: You can only be assigned to agents who have themselves available.
Re-Assigning a Chat - An ongoing live chat can be assigned to a different agent. To reassign a chat the supervisor can go to Live chat>Monitor chat, click on 'Re-assign to another Agent', select the agent to re-assign it to and click Re-assign.