The Activities tab (within the Operations Monitor) in the Commercial Service module of Zenvia Customer Cloud allows you to track your team's recent actions in commercial service interactions and analyze operational efficiency.
To access it, go to the side menu and click Commercial Service > Operations Monitor > Activities tab.
The Operations Monitor offers two types of analysis:
- Conversations: Displays real-time information related to customer service interactions.
- Activities: Displays activities performed by your team in commercial service interactions, such as contact creation or received messages.
Filtering Activities
Perform customized analyses using the Period filter. Select a time range from the following options:
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- This Month
- Last Month
- Custom Date Range
Activity Volume
The heat map displays the number of commercial service activities by hour and day, helping identify your team's peak demand periods.
To better understand the chart, consider:
- Vertical axis: Days of the week (Monday through Sunday);
- Horizontal axis: Hours from 0:00 to 23:00;
- Legend (colors): Colors indicate the number of activities.
When you hover over a block in the heat map, the exact number of activities that occurred on that specific day and hour is displayed.
If you apply a filter with a period longer than seven days (one week), the heat map aggregates activities by day of the week. This means that when filtering by a month, all activities performed on each Monday of that month will be added together and displayed in the corresponding Monday row, organized by hour.
By clicking Advanced Filters, the screen below opens, allowing you to filter by specific Groups and/or Agents. Simply select the desired group or agent and click Apply.
Activity Details
The table displays the activities performed by your team according to the selected filters.
The following information can be viewed:
- Date: Date and time when the activity was performed;
- Agent: Name of the user who performed the action;
- Group: Group or team associated with the activity;
- Contact: Contact name;
- Activity: Details of the activity performed by your team, such as contact creation, transfer to another agent, or a received message. Messages include channel information and message content;
- Conversation: Link that redirects to the conversation with the contact.
💡 Tip: By clicking View Conversation, you will be redirected to the Service Inbox.
Exporting Data
To download a report:
- Click Export Data in the upper-right corner;
- Wait for the on-screen notification indicating that the report is ready and click View Exports;
- A side panel containing the reports will open. Click Download File to view the report.
The report remains available for download for 15 days.