Monitor
The Monitor tab is the team-performance view: how your social care team is doing, both as a whole and agent by agent. It answers "are we keeping up, and where is the pressure?" at a glance.
At a glance
| Agents online metric | ✅ |
| New cases today metric | ✅ |
| First-response time metric | ✅ |
| SLA performance metric | ✅ |
| Workload broken down per queue | ✅ |
| Drill into a queue to see its conversations | ✅ |
| Drill into an individual agent to see their conversations | ✅ |
What you're looking at
A Live Operations section (with a live-refresh "updated Xs ago" indicator) shows four metric cards: Agents Online, New Cases Today, First Response Time, and SLA Performance. Below, the view breaks down by queue (Queue Health) and by agent (Agent Performance) so you can see what the day's workload looks like across the operation.
Digging in
Click a queue or an individual agent to see the conversations assigned to them. This is how you go from "the Billing queue is behind" to seeing exactly which conversations are stacking up and who's working them - useful for rebalancing load or spotting an agent who needs help.