> ## 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.

# Operator Supervision

> Monitor operator status, performance, and activity, and take management actions when needed.

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.

## 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.

## 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.

## Operator statuses

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

| Status        | Description                                     | Receives new conversations |
| ------------- | ----------------------------------------------- | -------------------------- |
| Connected     | Available to handle conversations               | Yes                        |
| Not Available | Will not receive new conversations temporarily  | No                         |
| Disconnected  | Does not have an active session on the platform | No                         |

## 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.

<Warning>
  All impersonation sessions are logged for auditing and security purposes.
</Warning>

## 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.

## Information export

Operator information can be exported for external analysis or follow-up.

<Info>
  The export will respect the filters applied on screen at the time the file is generated.
</Info>

***

## Operator detail

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

### Management summary

Shows the indicators associated with the operator's support activity during the selected period:

<AccordionGroup>
  <Accordion title="Conversation indicators">
    * Total conversations
    * Active conversations
    * Attended conversations
    * Unattended conversations
    * Pending conversations
  </Accordion>

  <Accordion title="Time indicators">
    * Average first response time
    * Average response time
    * Average conversation duration
  </Accordion>
</AccordionGroup>

Additionally, you can view the list of conversations managed by the operator and check historical information using date filters.

### Connection history

Allows you to review the operator's access activity within the platform.

For each record you will see:

| Field            | Description                                    |
| ---------------- | ---------------------------------------------- |
| Event type       | Recorded action (login, logout, status change) |
| Date and time    | Exact moment of the event                      |
| IP address       | IP from which the connection was made          |
| Browser used     | Operator's web browser                         |
| Operating system | Device operating system                        |

<Info>
  This information is useful for auditing, operational monitoring, and activity analysis.
</Info>