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Team Management overview

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Conversa Labs

Conversa Labs

Last updated on Jul 19, 2026

Overview

The Conversa Labs Team Management module gives your team a complete, contact-center-grade view of agent availability. On top of the platform's native presence (Online / Busy / Offline) you define your own work and break statuses — Lunch, Coffee, Meeting, On-site service and anything else — grouped into three sections:

  • Availability — the presence statuses (Online, Busy, Offline).
  • Timed breaks — breaks with a configured limit and a live countdown (e.g. Coffee 10 min).
  • Open breaks — breaks without a limit (Meeting, Training, External work…).

Each status maps to a native availability, so when an agent goes on a break the platform automatically stops routing new conversations to them — no change to your routing rules. Every status change is recorded on an append-only timeline that powers the change history, adherence, time per status and the login/logout (sessions) report.

Prerequisites

  • The Team Management module is optional and must be enabled for your account. If you can't find the Team Management area, ask an administrator to turn it on.
  • The monitoring board, per-agent detail and settings are available to administrators (and to custom roles granted the Team Management permissions). Any monitored agent can set their own status.

Step by step

Set your status (any agent)

  1. Open the profile menu in the sidebar.
  2. Pick a status from the grouped switcher (Availability / Timed breaks / Open breaks). Timed breaks show their limit next to the name.
  3. If the status requires a reason, add a short note and confirm.
  4. While you are on a break, a full-screen timer and/or a floating widget show the elapsed time, the configured limit and how much you have consumed. Use Go online to return.

Monitor the team (supervisor)

  1. Open Team Management from the sidebar.
  2. Use the period filter (Today / This week / This month / This year / Custom).
  3. The header shows live counts; the table shows each agent's live status, teams, inboxes, conversations, performance, CSAT and login/logout.
  4. Click Details on any agent to open their performance page.

Read a single agent (supervisor)

The per-agent page shows the stat cards, the status timeline (adherence, total changes, average time per status, most frequent status) and the full change history with duration, expected limit and result (OK / Over / Ongoing).

Settings & options

  • Status catalog — create, rename, recolor, reorder, set the section, the native availability, the time limit and the flags (productive, counts against adherence, requires a reason, full-screen takeover, floating widget). System statuses (Online/Busy/Offline) can be renamed and recolored but not deleted.
  • When the limit is exceeded (per timed break) — choose any combination of: flag it on the board, notify the agent, notify supervisors, return the agent to Online automatically, plus a grace period and a repeat-reminder interval.
  • Monitored agents — choose who appears on the board: all agents with exceptions, only selected agents, or by team / inbox. Optionally set an expected daily journey per agent.
  • Schedules — reusable weekly templates; generate planned shifts over a date range.
  • Queues — group agents and inboxes with a distribution policy on top of the native router.
  • General — adherence target, timezone and the day the week starts on.

Use cases

  • Enforce coffee and lunch limits with a live countdown and an automatic return to Online.
  • Give supervisors a single screen to see who is available, on a break or offline right now.
  • Measure adherence and time per status to balance workload across a 25+ agent operation.
  • Reconstruct login/logout sessions per agent and period.

Tips, limits and best practices

  • Breaks park the agent in Busy/Offline, so auto-assignment stops sending new conversations — keep "On-site service" or "Active chats" mapped to Online if those agents should keep receiving work.
  • The client-side timer is for the agent's experience; the server enforces the over-limit policy every minute, so limits are honored even if the browser is closed.
  • Keep the catalog short and meaningful — too many statuses make adherence harder to read.

Troubleshooting

  • I don't see the module — it isn't enabled for the account, or you aren't an administrator.
  • An agent isn't on the board — check the enrollment mode and the agent's Monitored toggle.
  • A break didn't auto-return — confirm the timed break has an "auto-return" over-limit policy.

See also

  • Reports & Analytics
  • Contacts & CRM