The Monitor Operation provides administrators with a real-time overview of ongoing Support Service conversations in the Zenvia Customer Cloud. Here, you have access to management information for both Conversations and Agents in one place.

To access this feature, go to Support Service > Monitor Operation.

• Conversations: View general information about support interactions, such as ticket number, channel, status, customer, duration, and more.
• Agents: Monitor agent data, including name, status, time, active conversations, and departments.

Use the search bar to find specific details on conversations and agents by name, phone number, or email. For more detailed analysis, apply search filters by Status, Agents, Departments, or Channels.

⚠️ Attention: This feature is available for users with the Operator and Admin profiles.

Conversations

In the Conversations tab, you can view the following information:

• Channel: The communication channel used.
• Status: The current state of the conversation (In queue, In progress, Pending, Inactive).
• Client: The name of the customer being assisted.
• Agent: The user responsible for the support interaction.
• Group: The department of the responsible agent.
• Created on: The date the conversation was created.
• Updated on: The date of the last message sent.
• Status time: The duration the conversation remains in the same status.
• Duration: The total time since the conversation started.
• Transfers: The number of times the conversation was transferred.
• Options: Here, you can Transfer a chat conversation to another department/agent or Close a conversation.

⚠️ Attention: To end a conversation, a message with a justification must be written. It is not possible to end conversations in bulk with the status In progress.

Agents

In the Agents tab, you can view the following information:

• Agent: The agent's name.
• Status: The agent's current status (Online, Offline, Logged in).
• Current status time: The duration the agent has been in the same status.
• Active service: The number of active conversations compared to the agent's handling capacity.
• Transfers: The total number of transfers made by the agent.
• Groups: The departments to which the agent is assigned.

That's it! Now you know all the features of this functionality.