Plan requirement
| Subscription | Suite Professional or higher |
| Access | Admin |
Who is doing what, right now. Genuinely useful for running a shift, and easily misused as a performance measure.
What it shows
- Who is online and what state they are in.
- How many conversations each is handling.
- Activity across the team in the current period.
What it is for
Balancing the work today. Somebody carrying five conversations while a colleague has none is a distribution problem you can fix in a minute.
That is the whole legitimate use, and it is a real one.
What it is not for
Judging people. A snapshot reflects what arrived, who was assigned what, and who is on a hard case. An agent handling one complex complaint looks idle next to somebody closing simple questions.
Say what it is used for
Before switching it on for the team. Agents assume the worst about live monitoring, and an unexplained dashboard showing their status is corrosive in a way that is hard to undo.
If you use it for performance, use history instead
Explore reporting over a month, with volumes and ticket types, is a defensible basis for a conversation. A live screen is not, and everybody involved knows it.
Availability is not effort
Somebody marked unavailable may be writing documentation, training a colleague, or on the phone. The dashboard cannot see any of that.
Look at the team, not the person
The useful pattern is the shape of the whole team: is the load even, is anybody stuck, are there enough people. Individual rows are for spotting somebody who needs help.
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