Live Assistant Monitoring FAQs
This section of the user guide is focused on FAQs related to Live Assistant monitoring. To help you navigate the article we have broken it down into the following sections:
Transcripts FAQs
What will I see in the live assistant transcripts?
What is seen in live assistant transcripts will depend on your permissions and what happened before the conversation was sent to a live agent.
If the end user interacted with the virtual assistant, the transcript will show the end-user's interaction with the virtual assistant and the live agent.
If a live conversation participant interacts with another live agent before or after your involvement in the live conversation and your permissions do not include the office of the other agent, you will only see the portion of the live conversation transcript containing your chat conversations.
Why can’t I see the Analytics or Transcripts section?
Access to the Live Assistant Analytics and Transcripts pages is determined by your permissions level. Please have the Permissions Manager at your school review and update your access as needed.
For more information on permissions, review the User Roles & Permissions article. Managing Agent FAQs
How can I see which agents are active?
You can see which agents are active for your department by visiting the Who's Online page. 
All live agents with access to more than one department will have a roll-up of all users, presented as a global statistic. Active live agents are identified with a green dot next to their name. Inactive agents are identified with an orange dot next to their name. Each agent can scroll to view all agents with access to live assistant within their office.
For more information, review the Live Assistant Who's Online Page article. Can I log off another live agent?
On the Who’s Online page, agents with administrative-level access can log out individual live agents OR can log off the entire office by selecting a button.
For more information, review the Live Assistant Who's Online Page article. How many live agent seats do I have available?
The number of licensed live agents able to use the live assistant feature can be tracked in the admin portal on the Contract Quotas page which is available in the Quotas and Account menu.
For more information, review the Contract Limits for Live Assistant article. Why don't I see all my live agents on the Who's Online or Quotas & Account pages?
Agents who have not logged into their account for the first time, will not appear as a live agent on the Who's Online page and will not be counted as a Licensed Agent on the Quotas & Account page in the Admin Portal.
Once the agent receives the invitation from Ocelot to create an account (via email); the agent will need to complete the access request by signing in to the admin portal. After the agent has logged in for the first time, the agent's name will appear on the Who's Online page and the agent will count toward the number of Licensed Agents at the school.
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