View a dialog without taking it

Sometimes you only need to look at a dialog: check its routing, topic or skill group, or see what is happening with a client. This guide shows how to view a dialog without it landing in your chats, and how to return a dialog to distribution if you have already joined it.

When you need this

• An administrator or supervisor checks which topic and skill group a request was routed to.
• You need to read the conversation without replying to the client.
• You joined a dialog by mistake and want to send it back to distribution instead of closing it.

What you should know

• Opening a dialog does not take it. Clicking a dialog in the list opens the conversation read-only. You become a participant only after you click Start Dialog at the bottom of the conversation window.
• The Offline status protects you from joining by accident. In a status that does not accept dialogs, the Start Dialog button is disabled with the hint "Remember to change your status to Online". Auto-distribution does not assign new dialogs to you either.
• The leave-chat icon does not return a dialog to the queue. If you are the only operator in the dialog, leaving closes it. To send the dialog back to distribution, transfer it to a skill group.
• Status names are configured per instance. This guide means the Offline status or any other status in which an operator does not accept dialogs.

Before you start

• You are signed in with operator or administrator rights.
• You opened the Operator panel module via Menu -> Operator panel.

Step-by-step

View a dialog without joining it

1. Before the check, switch your status to Offline (or another status in which you do not accept dialogs).
2. Find the dialog in the list: use a folder, a filter or global search.
3. Click the dialog. The conversation opens on the right.
4. Review the conversation, the topic, the tags and the request details in the right panel.
5. Do not click Start Dialog. Simply open the next dialog or close the conversation window.
6. When you are done, switch back to your working status if you are going to accept dialogs.

Return a dialog you have joined to distribution

1. Open the dialog and click the chat menu (three dots in the header).
2. Select Transfer/add dialogue to operator.
3. In the window, pick one skill group in the filter: the group that should handle the request.
4. Click the skill group transfer button (labeled Transfer the dialogue to the School Group in the English interface).
5. If the selected skill group does not serve the dialog's current topic, the system asks you to choose a new topic. Choose a topic and confirm the transfer.

What happens next

How to verify it worked

• The dialog is not in your folder of active dialogs.
• After a skill group transfer, the dialog is in the queue (if there are no free operators) or in the chats of an operator of that group.
• If you only viewed the dialog, no system message about you joining appears in the conversation.

FAQ

I opened a dialog while Online. Is it mine now? No. Until you click Start Dialog, you are not a participant. The Offline status only removes the risk of clicking the button by accident.

Why is Transfer/add dialogue to operator missing from the chat menu? The item is available only to an operator who has joined the dialog. If you are only viewing the dialog, there is nothing to transfer: it stays in distribution anyway.

Can I transfer a dialog to several skill groups at once? No. The skill group transfer button is enabled only when exactly one skill group is selected.

Related materials

• Transfer a chat to another operator
• View the request queue
• Open a request
• About auto-distribution of dialogs