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In monitor window, administrator has super privileges to monitor all communications between operators and customers. Administrator can open multiple conversation windows to monitor, but can't join the chat directly.
Once a customer was picked up by an operator, a monitor panel would appear at the left bottom of the Admin Panel as the following picture shows.

Administrator can view the conversation between customer and staff. If this is a malicious user, administrator can Kick or Ban this user here. If he doesn't think it is necessary to continue the monitoring, he can close this customer's monitor tab.

At the right side of the monitor panel is an information panel showing the customer's information such as User ID, Question, IP, Time Zone, Language, etc.

You can view the customer's past chat in History tab.

Click an item in History list, the complete information will appear in Record tab. If an administrator feels the need to view the conversation about a specific topic, enter the topic in Search textbox, and the related conversation records will appear in Record tab. Administrator may view the customer's nickname, login time, operator's name and his department information, etc at here.