The Monitor Operations is a feature that allows you to monitor support interactions in real time, view operational indicators, and access ongoing or completed conversations.
The monitor view adapts according to the user’s profile, ensuring that each person has access only to the information and actions necessary for their role.
This feature is available to Agents, Advanced Agents, Operators, and Administrators who use the Support Service module of Zenvia Customer Cloud.
💡Who can use it:
The monitor is available to different access profiles, with variations in visualization:
👨💼 Administrative profiles (Administrator, Advanced Agent, Operator)
Have full access to the monitor, including all tabs, indicators, and actions.
🧑💻 Agent profile
Has access to a simplified version of the monitor, focused on tracking support interactions.
Don’t worry — the system automatically identifies your user profile and loads the corresponding version of the monitor.
How to access the Monitor Operations
In Zenvia Customer Cloud, click Support Service.
In the side menu, click Monitor Operations.
Depending on your access profile, you will see the following tabs:
Attendances tab
Displays the list of support interactions, allowing you to track conversation status and access their details.
✅ Available for all profiles.
Agents tab
Displays information and indicators related to agent performance.
⚠️ Available only for administrative profiles.
Attendance indicators
The Monitor Operations displays indicators that adapt to the user’s access profile.
👨💼 For administrative profiles, the indicators include main values and averages, providing a more analytical view of the operation.
🧑💻 For the Agent profile, the indicators display only the main values, making it easier to track attendances in daily work.
Attendance list
In the Attendances tab, you can view the available attendances according to your access profile.
Each attendance includes an options menu with actions that adapt to the role of each profile in the operation.
🛠️ Options menu for administrative profiles
View conversation
Transfer conversation
Other administrative actions, according to profile permissions
🎧 Options menu for the Agent profile
For the Agent profile, the options menu is focused on viewing conversations, supporting the day-to-day tracking of attendances. For this reason, only the View conversation option is displayed.
Important to remember:
🎧 The Monitor Operations for the Agent profile is a simplified version, focused exclusively on tracking attendances.
⚙️ For administrative actions and a complete view of the operation, it is necessary to use a profile with administrative permissions.
Customize the Operations Monitor
Custom filters allow you to quickly access specific operation views, eliminating the need to configure the same parameters every time you open the monitor.
You can save filter combinations such as:
- department;
- status;
- time period;
- queues;
- operators;
- and more.
How to save a filter
Apply the desired filters in the monitor.
Click Save filter.
Enter a name for the filter.
Click Save.
The filter name can contain up to 50 characters. The Save filter button is only displayed when at least one filter has been applied.
How to access saved filters
Click the Saved filters menu.
Select the desired filter.
The table is automatically updated after the filter is selected.
How to delete a saved filter
Open the Saved filters list.
Click the trash icon next to the filter you want to delete.
Customize table columns
You can also customize which information is displayed in the monitor table.
This allows you to highlight only the most relevant metrics for your operation, making the view cleaner and more focused.
How to choose which columns are displayed
Click the Settings or Columns icon in the table header.
Select or clear the columns you want to display.
The changes are applied immediately to the table.
Required columns
Some essential operation columns cannot be removed from the table.
For example:
- Chat ID;
- Support status.
How to reorder columns
To change the order of the columns:
Open the column settings menu.
Drag and drop the columns into the desired order.
The new layout is automatically reflected in the main table.
💡 Tip: Use custom filters together with column settings to create faster, more personalized views for your daily operations. For example, managers can monitor strategic metrics, supervisors can focus on queues and response times, and agents can view only active conversations.
That's it! You now know how to use the Operations Monitor in Support.