Live Monitoring enables agents to passively view a customer’s real-time activity on the brand’s website during an active Live Chat session. The feature is initiated automatically when a Live Chat case is assigned to an agent, no customer action or consent prompt is required.

Agents can observe, but not control or interact with, the customer’s screen. This provides immediate visibility into the customer experience, helping agents diagnose issues faster and more accurately, all while maintaining a seamless and frictionless support experience.

Key Capabilities

• Automatic Session Start: Live Monitoring is initiated automatically as soon as a Live Chat case is assigned to an agent, no customer action required.

• Passive Observation Only: Agents can only observe the customer’s real-time activity on the brand’s website. They cannot control, click, or interact with the customer’s screen in any way.

• Website Scope Limited to Brand Domain: Live Monitoring is restricted to the brand’s website only where the Live Chat is embedded. Activity on external sites, system windows, or other browser tabs is not visible to the agent.

Enable Live Monitoring

Access to the feature is controlled by a Dynamic Property (DP) and user permissions.

To enable this feature, raise a support ticket at tickets@sprinklr.com with the following details:

• Details required for Co-Browse Enablement (see Co-Browse Configuration documentation)

• Live Chat App ID

Once the feature is enabled:​

• Assign the Live Observe permission to the appropriate agents. For details, see Co-browse Permissions.

• Add the Live Monitoring widget from the Care Console Manager. For details, see Care Console Manager Documentation.​

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Access Live Monitoring

Once the feature is enabled and permissions are granted, agents can access Live Monitoring from the Care Console. To access Live Monitoring, follow these steps in Sprinklr:

1. Click the New Page (+) icon to open the Launchpad.

2. Under Resolve > Omnichannel Dashboards, click Care Console.

3. Open any active Live Chat case assigned to you.

4. For an enhanced view, click the expand icon in the top-right corner.