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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.
StatusDescriptionReceives new conversations
ConnectedAvailable to handle conversationsYes
Not AvailableWill not receive new conversations temporarilyNo
DisconnectedDoes not have an active session on the platformNo

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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:
FieldDescription
Event typeRecorded action (login, logout, status change)
Date and timeExact moment of the event
IP addressIP from which the connection was made
Browser usedOperator’s web browser
Operating systemDevice operating system
This information is useful for auditing, operational monitoring, and activity analysis.