An agent with Manager privileges can view agent chat histories for review and quality assurance.
To review chat history:
1. Under ChatCenter, click on 'Analytics' in the top left corner.
2. Click the 'Agents' tab on the left side of the page and a list of Agents will appear.
3. Select the Agent on the left side of the page.
4. Scroll down to 'Chats' and you will see a list of previous chats.
5. Click on the message bubble icon to view the history of that chat.
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