When supervisors, marketeers, and managers want to view the chat history they currently have to access via the chat system. Unfortunately, this means that when they open chat they become an available agent on the chat system and start to receive chat requests. For high-traffic websites, this can mean many chats go unanswered and can contribute to incorrect metrics.

Our proposal is to move the chat history out of the chat screen, and make it accessible from the global navigation. This way, it can be accessed directly without having to "go online" as a chat agent.