General indicators
At the top of the screen, a set of indicators provides a quick overview of the overall operation behavior.Total cases
Total cases
Represents the total number of cases recorded during the selected period, regardless of their status or final outcome.
Attended cases
Attended cases
Corresponds to cases that received at least one intervention from an operator.
Transferred cases
Transferred cases
Represents cases that were transferred between operators or teams during the support process.
Unattended cases
Unattended cases
Corresponds to cases that ended without receiving any human intervention.
Average first response time
Average first response time
Shows the average time operators took to send the first response to the user once the support process began.
Average response time
Average response time
Represents the average time elapsed between messages sent by users and responses from operators throughout the conversation.
Average duration
Average duration
Shows the average time elapsed from the start to the closing of cases managed during the selected period.
Case classification
Cases are grouped into two main categories based on how they reached the human team.- Routed cases
- Non-routed cases
Cases that were escalated by the workflow to a human operator due to a user request, a business rule, or a condition configured within the conversational flow.
This classification helps identify improvement opportunities in support flows and operational coverage.
Information available per case
Each record shows detailed information that provides the full context and traceability of the support interaction.| Field | Description |
|---|---|
| Customer identifier | Unique identifier for the user associated with the case. Depending on the channel, it may correspond to a phone number, email address, or other username. |
| Source channel | Channel that initially received the interaction and subsequently routed the conversation to human support. |
| Assigned operator | Operator responsible for the current case management. In the event of transfers, it shows the operator currently assigned to the conversation. |
| Team | Support team responsible for managing the case. |
| Start time | Exact moment when human support for the case began. This date may differ from the start of the conversation. |
| First response time | Specific time the operator took to send the first response to the user. |
| Management flag | Indicates whether the case received effective intervention from an operator. Updated automatically based on actions performed during support. |
| Total duration | Time elapsed between the start and closing of the conversation. For active cases, this value will continue updating until support ends. |
Case status
Identifies the current state of the conversation.| Status | Description |
|---|---|
| Active | The conversation is in progress |
| Closed | The conversation has been finalized |
Closed by
Indicates who or what action caused the conversation to close.- Closed by the operator.
- Automatically closed due to inactivity.
- Closed as part of a transfer.
Case origin
Identifies how the support interaction was generated.| Origin | Description |
|---|---|
| Organic | The conversation was naturally initiated by the user |
| Induced by administrator | The support was generated by an administrator |
| Induced by operator | The support was generated by an operator |
| Induced by system | The support was automatically generated by the system |
Available actions
Each case provides quick access to view the full conversation detail and review the history associated with the management performed.Search and filters
To facilitate the analysis of large volumes of information, the platform includes search and filtering tools. Cases can be searched by:- Channel
- Operator
- Team
- Date range