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From this module, supervisors can detect bottlenecks, redistribute workload, and act on critical conversations before they impact service quality. It provides visibility into:
  • How many conversations are currently active.
  • How quickly operators are responding.
  • Which cases require follow-up or immediate intervention.

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Segmentation by interaction type

Information can be viewed based on the type of interaction operators are handling:
Includes conversations from messaging channels such as WhatsApp, Facebook Messenger, Instagram Direct, and X (Twitter).
This segmentation allows you to analyze each type of customer interaction independently, since each one has different volumes, response times, and operational dynamics.
This makes it possible to monitor the specific performance of each interaction type without affecting ongoing operations.

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Conversation indicators

These indicators show the overall behavior of conversations within the selected period.
Total number of conversations recorded during the selected period, regardless of their status.
Conversations that are currently active and require operator attention.
Conversations that received at least one action from an operator, such as replying, transferring, or closing the case.
Conversations routed to human support that did not receive any interaction from an operator.
Conversations where the customer sent a message but has not yet received a first response from the assigned operator.
Number of conversations that were transferred between operators or teams during the selected period.

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Time indicators

These metrics measure the efficiency of your support teams.
Average time elapsed between the assignment of a conversation and the first response sent by the operator.
Average time operators take to reply to customer messages during an active conversation.
Average time elapsed from the opening to the closing of a conversation.

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Live case management

Allows you to view and manage conversations individually.

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Current cases

Shows conversations that are currently active and assigned to an operator. Available information includes:
  • Assigned operator
  • Customer
  • Team
  • Conversation origin
  • Support start time
  • Management status
From this view, supervisors can transfer conversations to other operators or teams when necessary.

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Cases to recover

Corresponds to conversations that were left without follow-up due to situations such as:
  • Support outside business hours
  • Unavailable operators
  • Unanswered conversations in the operator’s inbox
These cases can be recovered before the support window expires. When a case is recovered, it returns to active status and can be reassigned to an operator to continue management.

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Queued cases

Corresponds to conversations that do not yet have an assigned operator and are waiting for support in the corresponding team queue. Each queued case represents a customer waiting for support.