The Supervision report is one of iAdvize's two real-time reports, along with the Live activity report. As a manager or admin, if you work with and manage a team of respondents, you'll find it invaluable for monitoring the day's activity and your team's breakdown at a glance, and for tracking your respondents' individual performance throughout the day. 

Report filters

In the top left-hand corner of the report, you'll find a number of filters to help you read your indicators:

• time period: unlike your other reports, this filter is not active, as the Supervision report is only live for the current day. It displays Live.
• project: you can access all your projects at once or focus your analysis on one or more projects (NB: often, a project corresponds to a website or a version of a website).
• channel: if your team works on a limited number of channels (compared to those used on a project as a whole), or to refine your reading, you can choose which channels you follow. Transactions, revenue and conversion rate only take the project filter into account.

Your indicators

The first part of the report gives you an overview of your indicators.

Ongoing conversations

• this section shows you the number of conversations currently in progress (the report is updated every 60 seconds; the icon next to the update time forces a refresh)
• NB: a conversation is said to be "ongoing" when it is open on a respondent's conversation panel

Closed conversations

• this section indicates the number of closed conversations since the start of the day
• a conversation is said to be closed when the respondent considers that the matter has been resolved or that the visitor will no longer respond - depending on your settings, a satisfaction survey will then be presented to visitors
• this status is distinct from that of a snoozed conversation

Connected respondents

• this section shows you the number of connected respondents
• if you're using multiple channels, lines are added to show the number of respondents connected for each channel
• the colors of the graph correspond to the possible statuses of the respondents
  • green: respondent available
  • orange: respondent automatically set to busy status, unable to handle new conversations
  • red: respondent manually switched to unavailable status (for example, to take a break or to stop taking new conversations as the end of the day approaches)

Respondents slots occupancy

• this section gives you an overview of how "full" your slots are: ongoing conversations out of the total slots of connected respondents. Unavailable respondents are not counted.
• an agent often has several slots available (for example, if 10 agents are authorized to handle 2 conversations at a time, you have 20 slots available)
• if you use several channels, lines are added to show you the number of slots for each channel (third-party channels are displayed at the same time)
• this feature is useful for reassigning respondents to a channel if slots are unevenly occupied

General indicators

This line gives you a live overview of the day's performance on the standard steering indicators

• CSAT
• number of transactions
• sales
• conversion rate

For a more detailed view of these indicators over the last few days, weeks, or months, please refer to the Sales report or the Customer Experience report.

List of respondents

This second section allows you to monitor your respondents on an individual basis:

• the list of names gives you access to the identity, avatar and group of each respondent
• the Read button opens all the respondent's ongoing conversations, one at a time, and lets you send them an internal note. It is greyed out when the respondent has no ongoing conversation on chat or a third-party channel. See Read all the conversations of an agent.
• if necessary, an alert warns you if a conversation exceeds the set objectives, suggesting that a respondent may need your help. The Read button then turns red.

You can set the threshold and deactivate the alert in Settings > Advanced settings, by choosing SLA in the drop-down menu. By default, the alert is enabled with a 15-minute threshold.

• the channel list summarizes the occupancy of each respondent, channel by channel: ongoing conversations out of the maximum number of simultaneous conversations. This list is color-coded according to the iAdvize standard:
  • green: respondent available
  • orange: respondent automatically set to busy status, unable to handle new conversations
  • red: respondent manually switched to unavailable status (for example, to take a break or to stop taking new conversations as the end of the day approaches)
• other columns show your main indicators for each respondent:
  • presence: their cumulative login time for the day, updated every hour
  • conversations closed during the day
  • CSAT obtained today
  • 1MRT: average first message response time
  • average handling time of a conversation over the day
  • number of transactions, revenue and conversion rate for the day
• You can also access the same data by respondent group, or display the same data for bots associated with this project.

I can't see all my agents

If you are an administrator or a manager and you belong to a user group (not a routing group), the supervision only shows the agents of that group and its subgroups. If you don't belong to any group, it shows all the connected agents of the projects you have access to.

The report's Projects filter narrows the display further; when it is empty, all your projects are included.