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From here you can identify who is connected, how many conversations each operator is handling, impersonate sessions for internal support, and transfer conversations when the situation requires it.

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Operator overview

The main view displays all enabled operators within the company. For each operator you can view:
  • Name and email address.
  • Teams they belong to.
  • Current connection status.
  • Login date and time.
  • Number of active conversations.
  • Conversations pending a response.
  • Available quick actions.
This information allows you to quickly identify each operator’s workload and availability.

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Quick actions

Depending on assigned permissions, supervisors can perform actions on operators such as:
  • Impersonate operator.
  • Change operator status.
  • Transfer conversations to other operators or teams.
These actions help maintain operational continuity and distribute workload efficiently.

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Operator statuses

Each operator has a visual indicator showing their availability within the platform.

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Impersonation

The Impersonation feature allows authorized users to temporarily access the platform using another operator’s view. Common use cases include:
  • Internal support for incidents reported by operators.
  • Continuity of service when an operator cannot complete a task.
  • Training and quality assurance processes.
All impersonation sessions are logged for auditing and security purposes.

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Search and filters

To facilitate the management of large teams, you can search for operators by:
  • Name
  • Email address
You can also apply filters by:
  • Status
  • Team
Filters help quickly identify specific operators or analyze particular workgroups.

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Information export

Operator information can be exported for external analysis or follow-up.
The export will respect the filters applied on screen at the time the file is generated.

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Operator detail

When accessing a specific operator, you can view detailed information about their activity.

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Management summary

Shows the indicators associated with the operator’s support activity during the selected period:
  • Total conversations
  • Active conversations
  • Attended conversations
  • Unattended conversations
  • Pending conversations
  • Average first response time
  • Average response time
  • Average conversation duration
Additionally, you can view the list of conversations managed by the operator and check historical information using date filters.

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Connection history

Allows you to review the operator’s access activity within the platform. For each record you will see:
This information is useful for auditing, operational monitoring, and activity analysis.