The Advanced Monitoring screen provides a detailed and centralized view of the current status of conversations in each Inbox on the platform. This panel allows identifying bottlenecks in support and monitoring the distribution and waiting times of conversations in real time.
Accessing Advanced Monitoring
To access, click on "Reports" and then on "Advanced Monitoring" in the platform's side menu. The interface displays filters at the top and two main sections:
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Metrics by Inbox
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Conversation Traffic (heatmap by hour)
Metrics by Inbox
The "Metrics by Inbox" section presents a table with consolidated support data per inbox.
Columns displayed:
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Inbox: Name of the inbox configured in the platform.
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Open Conversations: Total conversations with status "Open".
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Unattended: Number of open conversations where the last message was sent by the customer.
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Unassigned: Open conversations that do not have an assigned agent.
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Longest Waiting Time (minutes): Indicates the unassigned conversation waiting the longest for support (i.e., the conversation in queue the longest).
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Average Waiting Time (minutes): Calculates the average waiting time of open and unassigned conversations.
These metrics facilitate proactive monitoring, helping to identify inboxes with overloads or waiting times above the ideal.
Conversation Traffic
Below the metrics table, there is a conversation traffic heatmap, which visually displays the volume of messages received over the past 7 days.
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Each cell represents a one-hour interval on a specific day.
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The color indicates the volume of conversations initiated or received during that period (based on your own history).
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Hovering over a cell reveals the exact number of conversations received during that hour of that day.
This visualization helps identify peak hours and periods of higher activity on the platform. It is useful for adjusting team scale and capacity according to demand and improving customer response times.
Available Filters
The view can be segmented using the filters located at the top of the screen:
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Agents: Displays metrics considering only the selected agents' inboxes.
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Team: Allows filtering by specific teams.
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Inbox: Filters the displayed metrics for one or more specific inboxes (mainly applicable to conversation traffic).
These filters enable targeted analysis, assisting leaders and managers in making quick, data-driven decisions.