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.
⚠️ Attention: This feature is available for users with the Operator and Admin profiles.
On the Monitor Operations dashboard, two main tabs are displayed:
Tickets
This tab centralizes the ticket view, providing information such as ticket volume and status, showing:
- All: Total number of tickets.
- Completed: Number of completed tickets.
- In Queue: Number of tickets in the queue, along with the average waiting time, calculated from when the customer entered the queue until the service began.
- In Progress: Number of ongoing tickets, along with the average handling time.
- Pending: Number of pending tickets, along with the average wait time for a response from either agents or clients.
- Inactive: Number of inactive tickets, along with the average inactivity time.
You can also click the Transfer button to transfer tickets.
Use the search bar to find information about conversations and agents by name, phone number, or email. For a more detailed analysis, use the search filters: Status, Agents, Groups, or Channels.
The listed tickets display the following information:
- Ticket: Ticket number.
- Channel: Communication channel used.
- Status: Current status of the ticket (In Queue, In Progress, Pending, Inactive).
- Client: Name of the client being attended.
- Agent: The user responsible for the ticket.
- Group: The agent's department.
- Created On: Date the ticket was created.
- Updated On: Date of the last message sent.
- Status Duration: Time the ticket has remained in the same status.
- Duration: Total time since the ticket began.
- Transfers: Number of times the ticket was transferred.
- Options: Here you can View conversation or Close the ticket.
⚠️ Attention: To close a ticket, you must write a justification message. It is not possible to bulk close tickets that are In Progress.
Ticket History
By clicking on the ticket row or on View Ticket in the Options, a screen will open showing the ticket history. This history displays the ticket number, group, linked ticket (if any), service, and the conversation. At the end, there is a Send internal message to agent button that allows the administrator to support the agent with an internal message.
Agents
In the Agents tab, the following information is displayed:
Agent Status
- Available: Number of available agents.
- Unavailable: Number of unavailable agents.
- Offline: Number of offline agents.
Operational Adherence
- Worked Hours: Total number of hours worked by agents.
- Adherence Rate: Percentage of adherence, calculated as the percentage of hours worked on the platform relative to the work schedule predefined by the account administrator (default – 40 hours).
- Average Time per Ticket: Average time spent by agents on each ticket.
Agent-specific Information in Tickets
- Agent: Agent’s name.
- Status: Current status (Available, Unavailable, Offline).
- Current Status Duration: Time spent in the current status.
- Active Tickets: Number of active tickets compared to the agent’s capacity.
- Departments: Area the agent belongs to.
You're all set! Now you know all the features of this tool.