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Unlike Live Monitoring, which focuses on the current operation, this section provides a complete view of all activity within the selected date range, making it easier to analyze trends, evaluate results, and make decisions based on historical data.

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General indicators

At the top of the screen, a set of indicators provides a quick overview of the overall operation behavior.
Represents the total number of cases recorded during the selected period, regardless of their status or final outcome.
Corresponds to cases that received at least one intervention from an operator.
Represents cases that were transferred between operators or teams during the support process.
Corresponds to cases that ended without receiving any human intervention.
Shows the average time operators took to send the first response to the user once the support process began.
Represents the average time elapsed between messages sent by users and responses from operators throughout the conversation.
Shows the average time elapsed from the start to the closing of cases managed during the selected period.

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Case classification

Cases are grouped into two main categories based on how they reached the human team.
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.

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Information available per case

Each record shows detailed information that provides the full context and traceability of the support interaction.

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Case status

Identifies the current state of the conversation.

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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.

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Case origin

Identifies how the support interaction was generated.

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Available actions

Each case provides quick access to view the full conversation detail and review the history associated with the management performed.

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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
These filters enable specific analyses and help quickly locate conversations within the operation.