Monitor Operator Statuses

Monitoring operator statuses helps control team load and distribute requests between operators. This instruction will show how to monitor operator statuses and their availability for work.

When Needed

  • You need to see which operators are currently online and available for work.
  • You need to control load on operators.
  • You want to check the status of a specific operator.
  • You need to analyze load distribution between operators.

What's Important to Know

  • Operator status — current state of the operator (online, offline, busy, away).
  • Statuses are displayed in real time and update automatically.
  • Statuses help understand operator availability for accepting new requests.
  • You can see the number of active requests per operator.
  • Touch quota — daily quota for number of unique touches (work with unique clients) for each operator.
  • Performance indicator — displayed in "Actual/Quota" format (for example, "45/60").
  • Work schedule — calendar assigned to the operator for tracking schedule compliance.
  • Schedule compliance indicators — visual indicators that show whether the operator is working according to their schedule.

Prerequisites

  • You are logged in with supervisor rights.
  • You have navigated to the OperatorLine module via Apps -> OperatorLine.
  • There are operators in the system whose statuses need to be tracked.

Step-by-Step Instructions

  1. In the OperatorLine module, find the "Operators" or "Team" section (usually available through menu or navigation panel).
  2. View the list of operators with their statuses:
    • Online — operator is available for work.
    • Busy — operator is processing requests.
    • Away — operator is temporarily unavailable.
    • Offline — operator is not working.
  3. View additional information about each operator:
    • Number of active requests.
    • Time of last activity.
    • Performance indicator in "Actual/Quota" format (for example, "45/60").
    • Visual indicators of quota completion (green checkmark, color highlighting).
    • Schedule compliance indicators (green "Online", yellow "Outside Schedule", red "Expected on Shift").
    • Overall work statistics (optional).
  4. Use filters to select operators by status, team, or other parameters.

Configuring Touch Quota

  1. In the operator list, find the operator for whom you need to set a daily touch quota.
  2. Click the button with a gear icon (⚙️) near the operator's name.
  3. In the opened window, enter the number of touches for the daily quota (for example, 60).
  4. Click "Save".
  5. The quota is saved, and the performance indicator is displayed in "Actual/Quota" format on the information panel.

Note: To remove the quota, leave the field empty or enter 0.

Understanding Performance Indicators

  • Display format: "Actual/Quota" (for example, "45/60" means 45 touches out of 60 planned).
  • Green checkmark near operator name — quota reached or exceeded.
  • Green color of indicator — quota reached (100% or more).
  • Yellow color of indicator — progress is 80% or more, but less than 100%.
  • Gray color of indicator — progress is less than 80%.
  • Orange triangle — quota exceeded.

What is a "Touch"?

One touch is work with one unique client (chat/ticket) during the day, regardless of the number of messages. For example, if an operator replied to a client 5 times in one chat during the day, this is considered one touch.

Understanding Schedule Compliance Indicators

The information panel displays indicators that show compliance of operator status with their work schedule:

  • Green badge "Online" — operator is working according to schedule (on hover: "Working according to schedule").
  • Green "Online" + yellow "Outside Schedule" — operator is working outside working hours (on hover: "Operator is working outside working hours").
  • Blue "Offline" + red "Expected on Shift" — operator should be on shift (on hover: "Operator should be on shift").
  • Blue "Offline" — operator is offline outside schedule (normal, no additional indicators).

If no schedule is assigned to the operator, a standard status (Online/Offline) is displayed with a "No schedule assigned" tooltip on hover.

Note: To assign a schedule to an operator, go to Settings → Users and select a calendar in the "Work Schedule" field for the specific operator.

What Happens After

You see the current state of the operator team and their availability for work. This helps effectively distribute load and control service quality.

How to Verify It Worked

  • Check that the operator list displays with current statuses.
  • Make sure statuses update in real time.
  • Check that correct information about operator load is displayed.

Other Ways

  • You can configure automatic notifications when operator statuses change.
  • Use statistics to analyze team performance.
  • Operator statuses can be viewed in reports and dashboards.