Supervisor — OperatorLine Scenarios Hub
A page for supervisors monitoring operator work in OperatorLine. Here you see statuses, queues, and load and can intervene without unnecessary steps. Below are instructions for monitoring, filters, and queue management.
Quick Overview
High-Level Goals and Scenarios
Monitoring Operator Statuses
Goal — see in real time the state and load of operators.
- View operator statuses — how to see the current state of all operators and their load. → ./how-to/monitor-operator-statuses.md
Queue Control
Goal — ensure even distribution of load and SLA compliance.
- View request queue — how to see requests waiting for processing. → ./how-to/view-request-queue.md
- Queue monitoring and distribution audit — diagnose the queue, priorities, skill groups, and automatic distribution decisions; how to enable access in roles. → ./how-to/monitor-queue-and-distribution-audit.md
- Distribution audit (step by step) — KPIs, anomalies, operator diagnostics, and session timelines. → ./how-to/audit-distribution-queue.md
Filters and Folders
Goal — organize workspace for effective request management.
- Create filter — how to create a rule for segmenting requests. → ./how-to/create-filter.md
- Manage folders — how to organize requests into folders for convenient navigation. → ./how-to/manage-folders.md
Working with Tickets
Goal — manage complex requests that require long-term resolution and coordination.
- View tickets — how to see all tickets and their statuses (resolved, stale, on pause). → ./how-to/view-chats-table.md
- Manage ticket fields — how to change priority, assignee, and other ticket fields. → ./how-to/manage-ticket-fields.md
- Track SLA metrics — how to control SLA compliance for tickets. → ./how-to/view-ticket-sla.md
Escalation Rules
Goal — configure automatic escalation of complex requests.
- Configure escalation rules — how to set conditions for automatic request transfer (this function is configured in administrative settings through operator panel settings). → Operator Panel Settings
Where to Work in the Interface
Main work with monitoring happens in the OperatorLine module:
OperatorLinemodule:Apps -> OperatorLine— here you monitor operator work.- Dashboard: for viewing operator statuses and load.
- Table view: for analyzing requests and bulk actions.
- Folders panel: for organizing requests.