## 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