> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Live Monitoring

> Monitor your operation in real time, track response times, and identify cases that require immediate action.

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.

## Segmentation by interaction type

Information can be viewed based on the type of interaction operators are handling:

<Tabs>
  <Tab title="Chats">
    Includes conversations from messaging channels such as WhatsApp, Facebook Messenger, Instagram Direct, and X (Twitter).
  </Tab>

  <Tab title="Emails">
    Includes all interactions managed from the integrated email inbox.
  </Tab>

  <Tab title="Posts">
    Includes comments and replies on Facebook and Instagram posts.
  </Tab>
</Tabs>

This segmentation allows you to analyze each type of customer interaction independently, since each one has different volumes, response times, and operational dynamics.

<Info>
  This makes it possible to monitor the specific performance of each interaction type without affecting ongoing operations.
</Info>

## Conversation indicators

These indicators show the overall behavior of conversations within the selected period.

<AccordionGroup>
  <Accordion title="Total">
    Total number of conversations recorded during the selected period, regardless of their status.
  </Accordion>

  <Accordion title="Current">
    Conversations that are currently active and require operator attention.
  </Accordion>

  <Accordion title="Attended">
    Conversations that received at least one action from an operator, such as replying, transferring, or closing the case.
  </Accordion>

  <Accordion title="Unattended">
    Conversations routed to human support that did not receive any interaction from an operator.
  </Accordion>

  <Accordion title="Pending First Response">
    Conversations where the customer sent a message but has not yet received a first response from the assigned operator.
  </Accordion>

  <Accordion title="Transferred">
    Number of conversations that were transferred between operators or teams during the selected period.
  </Accordion>
</AccordionGroup>

## Time indicators

These metrics measure the efficiency of your support teams.

<AccordionGroup>
  <Accordion title="First Response">
    Average time elapsed between the assignment of a conversation and the first response sent by the operator.
  </Accordion>

  <Accordion title="Average Response">
    Average time operators take to reply to customer messages during an active conversation.
  </Accordion>

  <Accordion title="Average Duration">
    Average time elapsed from the opening to the closing of a conversation.
  </Accordion>
</AccordionGroup>

***

## Live case management

Allows you to view and manage conversations individually.

### 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

<Info>
  From this view, supervisors can transfer conversations to other operators or teams when necessary.
</Info>

### 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

<Warning>
  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.
</Warning>

### 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.