How to Monitor Enhanced Chat Conversations in Omni Supervisor ( Command Center for Service )

Using Omni Supervisor, supervisors can monitor ongoing Enhanced Chat conversations in real-time and provide support to agents. 

1. From the App Launcher, select Omni Supervisor. 
2. Select the Service Reps.
3. Open the agent who is currently in a conversation and click Monitor to open the monitoring window and view the entire message thread. 
4. If the information is not displayed, verify the following settings:  
   1. In Setup, enter "Supervisor Settings" in the Quick Find box and select Supervisor Settings.
   2. Check Conversation Monitoring and save the settings.