When an agent is in a live chat, another agent can't see the live chat contents. Only a chat admin can. Zendesk did confirm this in chat (converted to ticket 7021666) and asked that I post in the Zendesk Community:
Hello Kyle, sorry for the long wait. We performed several tests for this and it looks like you can only view the contents of the live chat when you are an admin, however, this is restricted when the role is agent.
We checked for any workarounds for this and unfortunately we do not have anything at the moment.
We have provided a feedback to our devs about this and hopefully they can include this function for Agents as well.You may also post this in the Zendesk Community so that our devs can check and hopefully they can add this feature in the roadmap: https://support.zendesk.com/hc/en-us/community/topics
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