Real-time monitoring board (Team Management)

Open in

View as Markdown

Open in ChatGPT Open in Claude

Conversa Labs

Last updated on Jul 19, 2026

Overview

The Monitoring board is the Monitoring tab of the Conversa Labs Team Management area — a single screen for a supervisor to see, in real time, who is available, on a break or offline right now, and how each agent is performing over the selected period. It combines three blocks:

Live counts at the top — how many agents are Online, Busy, On break and Offline.
Roll-up cards — total agents, total conversations, average performance (response / resolution time) and average CSAT.
Per-agent table — live status, teams, inboxes, conversations, performance, CSAT and login/logout sessions, with a link to each agent's detail page.

The board reads the pre-aggregated data in a single pass and overlays each agent's live status via ActionCable — so when someone changes status, their row updates instantly, with no reload and no polling.

Prerequisites

The Team Management module must be enabled for the account.
The board is read-only and meant for administrators (and custom roles granted the Team Management permissions). It has no management action — it is for observation only.
An agent only appears in the table if they are part of the monitored agents set (defined by the enrollment mode). See the Agent enrollment article to choose who is monitored.

Step by step

Open the board

Open Team Management from the sidebar.
Go to the Monitoring tab.

Read the live counts

At the top, read the four counters: Online (teal), Busy (amber), On break (violet) and Offline (slate).
Just below, the roll-up cards show: Agents (total monitored), Conversations (sum across all agents), Performance (average response time) and CSAT (average; shows — when there are no responses yet).

Choose the period

Use the period filter: Today / This week / This month / This year / Custom.
In Custom, enter the start and end dates.
The period affects the time-bound metrics — performance, CSAT and sessions. Live status, teams and inboxes always reflect the current state.

Read the per-agent table

Each row shows:

Agent — avatar and name.
Status — the live status (with the colored dot). On breaks, a count-up timer shows how long the agent has been on that break; presence statuses (Online/Busy/Offline) show no timer.
Teams and Inboxes — the count; hover to see the names.
Conversations — the total, with the (open/resolved) split.
Performance — the average response time (or — when there is no data).
CSAT — the score as a percentage (or —).
Sessions — the number of logins in the period · the time of the last login.

Open an agent's detail

Click Details on the agent's row.
You land on the agent performance page, with the status timeline, adherence and the full change history.

Settings & options

Period filter — Today / This week / This month / This year / Custom. The week start and timezone come from the Team Management settings (General tab).
Refresh — the Refresh button re-pulls the aggregated numbers on demand; live status already arrives on its own over ActionCable.
Live status — overlaid on the aggregated board in real time; the dot and label reflect the agent's current status, colored from the status catalog.
Conversations — reflect the current state (open / resolved / pending), not the period window.
Sessions — derived live from the status timeline: each Online stretch counts as one login, and the board shows the count in the period and the time of the last login.

Filter by team

Next to the period filter, the Filter by team selector narrows the board (summary and rows) to the monitored agents that belong to the chosen team. The filter is applied server-side and lives on the URL (?team=), so a per-team view can be bookmarked/shared. It never widens the monitored set — it only trims the view.

Use cases

Keep a single supervision screen to see, right now, who is available, on a break or offline.
Spot long breaks from the count-up timer without opening each agent.
Compare conversation load and response time across agents over the same period.
Quickly check logins and last access per agent before redistributing work.

Tips, limits and best practices

The count-up timer appears only on breaks — presence (Online/Busy/Offline) has no timer, so a row with no timer is normal.
If an agent is missing, the cause is usually enrollment (monitoring mode), not the board.
For the Today period, performance and CSAT may use a live calculation before the aggregation job runs — the numbers stay consistent with the agent's page.
The board is observation only: to change a status, a limit or who is monitored, use the Team Management settings.

Troubleshooting

An agent is missing — check the enrollment mode and the agent's Monitored toggle in Agent enrollment.
Status doesn't update live — confirm the real-time connection (ActionCable); use Refresh to re-pull the aggregates.
Performance/CSAT show — — there are no responses/ratings in the selected period; change the period or wait for data.
No timer on an Online agent — expected: the count-up is for breaks only.