Realtime Dashboard¶
The realtime dashboard gives supervisors a live operational view of conversations and agent workload.
What supervisors monitor¶
- Total active conversations
- Assigned vs unassigned load
- Group-level distribution
- Recent activity changes
Common uses¶
- Detect queue overload early
- Rebalance conversations across groups
- Follow incident spikes in real time
- Support shift handovers with live context
How to use it daily¶
- Check overall queue size at shift start.
- Review group distribution and idle/overloaded teams.
- Follow active conversation aging indicators.
- Reassign or transfer where needed.
Good practices¶
- Combine realtime view with tags and campaign context.
- Keep group definitions clear to simplify routing decisions.
- Use consistent close/transfer policies for accurate metrics.
Screenshot coming soon.