Is it possible to see chats that my staff are working on without them transferring the chat over to me? It's faster for me to support my team if I can just read through the chat instead of having them explain the situation to me.
Within Chat, you can see the chats that are Currently served by clicking the Visitors tab and then clicking the agent or visitor that you wish to view the interaction for. If you type anything, you will join the chat session.
For more information, see the article: Browsing your site's visitors.