The Operation Monitor in Zenvia Customer Cloud allows you to track your team's recent actions in commercial service and analyze the efficiency of your operation.

To access it, go to the side menu and click Sales > Activity Monitor.

The Operation Monitor offers three types of analysis:

• Services - coming soon!
• Agents - coming soon!
• Activities: These are activities in commercial service performed by your team, such as creating contacts or receiving messages.

This way, you can evaluate the effectiveness of your conversion strategies, optimize customer communication, identify engagement trends, measure your team's productivity, and make more precise decisions.

⚠️ Attention: This functionality is available only for users with Viewer, Operator, and Admin profiles.

Suppose you want to analyze the number of archived services in June. In Activities, use the filters to view this information in detail by period, team, and agents.

Filter activities

Perform customized analyses using the filters Period, Team, and Agents:

1. Period: Select the time period, which can be: Today, Yesterday, Last 7 days, Last 30 days, This month, Last month, Full history, or a Custom period;
2. Team: Filter by teams or groups;
3. Agents: Select one or more members of your team or all agents.

The information will be generated based on the applied filters.

Volumetric activities

The heat map shows the number of commercial service activities by hour and day, helping identify the peak times for your team.

For better understanding, consider:

• Vertical axis: Days of the week (Monday to Sunday);
• Horizontal axis: Hours from 0h to 23h;
• Legend (colors): The colors indicate the number of activities.

Hovering over a block on the heat map will display the exact number of activities that occurred on that specific day and hour.

If you apply a filter for a period longer than seven days (one week), the heat map accumulates the activities by day of the week. For instance, if filtering by a month, all activities performed on each Monday of the month will be summed and displayed in the block corresponding to Mondays, organized by hour.

Details of Available Activities

The table displays the activities performed by your team, based on the applied filters. You can view various details, including:

• Date: The date and time when the activity was performed;
• Agent: The name of the user who performed the action;
• Client: The name of the contact;
• Activity: Details about the activity performed by your team, such as the creation of a contact, transfer to another agent, or a received message. Messages include specifications about the channel and the text;
• Conversation: A link to redirect to the conversation with the contact.

💡 Tip: In See conversation, you will be redirected to the Customer Inbox.

Download Report

To download a report:

1. Click on Download Report, located in the upper-right corner;
2. Wait for the notification from the Zenvia Customer Cloud Notification Center when the report is ready;
3. Click on the notification bell located in the horizontal navigation menu and select Access.

The report is available for download for 15 days.