From this view you can see the exact same interactions and inboxes as the agent you are supervising. In the Current interactions column, the interactions currently in the ongoing interactions of the agents are displayed. You can navigate in the different interface elements (interactions, inboxes, customer record) without disturbing the agent’s work.
On the agent’s screen, a new customer message that the agent just accepted has a yellow border and a white background. If the agent replies to the customer at least once, the customer message will have a yellow border and a gray background. If the agent is typing in the active conversation, three animated dots will appear on the chat window.
When you open an active interaction and you see the agent writing a reply in real time, the message is greyed out until the agent sends it and the cursor blinks. When you are finished monitoring the agent, click Back to dashboard.