# 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 (including after a prolonged loss of connection to the panel, when the system may switch an operator to offline or to the configured auto-offline status). - 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 - [x] You are logged in with supervisor rights. - [x] You have navigated to the `OperatorLine` module via `Apps -> OperatorLine`. - [x] 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. ### Viewing Overwork Statistics for a Period 1. In the operator list, click on the performance indicator (Actual/Quota) next to an operator. 2. The Overwork Stats dialog opens. 3. Select the period using **From** and **To** date fields (maximum 365 days). 4. View the daily breakdown: each row shows actual touches, norm (where applicable), difference, and status — **Below norm**, **Norm**, **Overwork**, or **Day off** when that calendar day is non-working according to the operator's **work schedule (calendar)**. 5. See the summary: "Difference from norm for period" with the total at the bottom. **How it works with the calendar:** - **Working days** are compared to the daily touch norm in the same way as the "Actual/Quota" indicator in the list. - **Days off and holidays** defined in the operator's work schedule are shown separately: there is no standard "actual vs norm" comparison for that day; **zero touches on a day off does not mean "below norm".** - If **no calendar** is assigned to the operator, a hint explains that **all days in the period are shown as working days** — then check that a work schedule is assigned in user settings. More about calendars: [Configure calendars](/en/settings/how-to/configure-calendars.md). ### 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. It includes operator messages and manual ticket status changes. Multiple messages or status changes in the same chat/ticket within one day count as a single 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. --- ## Related Materials - [View request queue](/en/operatorline/how-to/view-request-queue.md) - [Create filter](/en/operatorline/how-to/create-filter.md) - [Configure calendars](/en/settings/how-to/configure-calendars.md)