The Operations Monitor screen allows you to track, in real time, the performance of customer service teams, agents, and ongoing activities. This helps supervisors reduce idle time, serve customers faster, increase sales, and reduce abandonment rates.

With this feature, you can:

• View operational indicators;
• Monitor queues and active conversations;
• Track team productivity;
• Quickly identify bottlenecks;
• Export reports in CSV format;
• Configure operational alerts.

How to Access

From the platform's main menu, go to Commercial Service > Operations Monitor.

Screen Structure

The screen is divided into four main areas:

• Operations monitoring tabs: Conversations and Activities;
• Filters;
• Operational indicators;
• Team management.

1. Monitoring Tabs

The Operations Monitor includes two tabs:

Conversations

Displays real-time information related to customer service interactions, ideal for operational supervision:

• Team (Team Management);
• In Queue;
• Scheduled;
• Opened Today;
• In Service;
• Pending;
• Closed.

Activities

Provides monitoring of the team's tasks and operational activities. To learn more about this tab, see the complete explanation in our documentation.

Automatic Refresh

The Operations Monitor updates in real time. Simply click Refresh, and the screen information will be updated automatically.

The top-right corner displays:

• Date and time of the last update;
• Synchronization status.

2. Filters

Filters help segment the information displayed on the screen.

Group Filter

Allows you to view data from specific service groups. Examples:

• Sales;
• Support;
• Finance.

Agent Filter

Allows you to view information from specific agents. Examples:

• Supervisors only;
• Sales team only;
• A specific agent.

3. Operational Indicators

The cards display operational metrics.

Team

Shows the total number of agents and their statuses.

Displayed information:

• Online: agents available and ready to receive and handle conversations.
• Pre-break: agents who requested a break but are still finishing ongoing conversations or activities before entering break mode.
• Break: agents temporarily unavailable to receive new conversations because they are on a break or performing another activity.
• Offline: agents disconnected from the platform or outside working hours and unable to receive conversations.

Example:

• 20 agents online;
• 4 in pre-break;
• 4 on break;
• 6 offline.

In Queue

Shows how many conversations are waiting to be handled, including:

• Number of conversations in queue;
• Criticality level;
• AWT (Average Waiting Time).

⚠️ Attention:   When the indicator is marked as Critical, it means the waiting time is above the expected threshold.

Scheduled

Displays the number of conversations scheduled for the current period.

Opened Today

Shows how many conversations were opened during the day.

Displayed information:

• Total conversations;
• ART (Average Response Time).

In Service

Displays the number of currently active conversations. It also shows the average first response time.

Pending (Agents)

Shows conversations awaiting agent action. It also provides:

• Customer pending count;
• Operational pending items.

Closed

Displays the total number of closed conversations, including the resolution rate and the number closed during the period.

4. Team Management

The Team Management table allows you to monitor agents individually.

Available fields:

• Agent: Agent name and identification.
• Groups: Number of groups or the group to which the agent belongs.
• Active Chats: Number of simultaneous conversations handled by the agent.
• Status: Current agent status. Examples: Online, Offline, and Break.
• Time in Status: Time the agent has remained in the current status.
• Actions: Allows administrative actions to be performed for the agent.

Actions

The following icons are available:

• View the agent's conversations.
• Change status / log out.
• Assign a conversation.
• Close a conversation.

Done! Now you know what the Operations Monitor is and how it works.