# 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.

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## Quick Overview
- [High-Level Goals and Scenarios](#high-level-goals-and-scenarios)
- [Where to Work in the Interface](#where-to-work-in-the-interface)
- [Quick Links](#quick-links)

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## 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](/en/operatorline/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](/en/operatorline/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](/en/operatorline/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](/en/operatorline/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](/en/operatorline/how-to/create-filter.md)
- **Manage folders** — how to organize requests into folders for convenient navigation. → [./how-to/manage-folders.md](/en/operatorline/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](/en/operatorline/how-to/view-chats-table.md)
- **Manage ticket fields** — how to change priority, assignee, and other ticket fields. → [./how-to/manage-ticket-fields.md](/en/operatorline/how-to/manage-ticket-fields.md)
- **Track SLA metrics** — how to control SLA compliance for tickets. → [./how-to/view-ticket-sla.md](/en/operatorline/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](/en/settings/admin-hub.md#system-settings)

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## Where to Work in the Interface

Main work with monitoring happens in the `OperatorLine` module:
- **`OperatorLine` module**: `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.

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## Quick Links

### Monitoring
- [Operator statuses](/en/operatorline/how-to/monitor-operator-statuses.md)
- [Request queue](/en/operatorline/how-to/view-request-queue.md)
- [Queue monitoring and distribution audit](/en/operatorline/how-to/monitor-queue-and-distribution-audit.md)
- [Distribution audit](/en/operatorline/how-to/audit-distribution-queue.md)

### Organization
- [Create filter](/en/operatorline/how-to/create-filter.md)
- [Manage folders](/en/operatorline/how-to/manage-folders.md)

### Working with Tickets
- [View tickets](/en/operatorline/how-to/view-chats-table.md)
- [Manage ticket fields](/en/operatorline/how-to/manage-ticket-fields.md)
- [Track SLA metrics](/en/operatorline/how-to/view-ticket-sla.md)