See what is happening in your operation right now

Steps

1. Step 1 of 9

   See what is happening now

   The page shows the current state, with no date filter.

   Live operations is under Reports, in the menu on the left. The page has no date filter: it shows what is happening right now with the conversations awaiting a reply and with the Bridge users on shift. Data arrives in batches and can be up to 15 minutes behind; the information icon next to Data up to 15 min behind shows when each source was last updated, and Refresh loads the latest batch.

   • No date filter: it is the current state
   • Data up to 15 min behind
   • Refresh loads the latest batch

   Watch step 1 on the screen

2. Step 2 of 9

   Narrow the view

   The filters narrow every figure and table.

   Teams and Bridge users narrow every figure and table; left empty they show everything and, with several selected, each person and each conversation counts once. Conversations separates Leads, which come from Sales and marketing, from Other conversations, with existing customers and service: choose Leads to see what is waiting for sales right now. A lead is a handoff from an AI agent or a new contact who wrote straight to a person. This filter applies to what is waiting now. With a Bridge users filter, team queues are not shown.

   • Left empty, they show everything
   • Leads: what comes from Sales and marketing
   • Applies to what is waiting now

   Watch step 2 on the screen

3. Step 3 of 9

   Read who is waiting for a reply

   The first figure counts the customers awaiting a reply.

   Awaiting a reply counts the conversations where the customer wrote last and nobody on the team has replied; a shared conversation counts once, and internal notes and AI summaries are not replies. The wait is measured in business minutes from the first unanswered message, against the workspace reply target (60 minutes in this example). The bar splits the total into Unattended, when the deadline has passed; SLA at risk, when 10 minutes or less remain, and Within SLA. The three parts add up to the total.

   • The customer wrote last, nobody replied
   • Red: overdue; amber: 10 min or less
   • The three parts add up to the total

   Watch step 3 on the screen

4. Step 4 of 9

   Attend first to what is overdue

   Two figures flag what is overdue and what is about to be.

   Unattended contacts counts the customers past the response deadline and shows the oldest wait. SLA at risk counts those with 10 minutes or less to the deadline: they are the next to pass it. The arrow on each figure opens the exact list of conversations, most urgent first.

   • Unattended: deadline passed
   • SLA at risk: the next to pass it
   • The arrow opens the list

   Watch step 4 on the screen

5. Step 5 of 9

   Check what nobody has taken

   This figure shows the customers nobody has taken.

   No user assigned adds the messages waiting in a team queue that nobody has taken and the LeadScout handoffs that found no available Bridge user, marked Awaiting assignment. Under the figure you see the oldest wait and how many messages are in team queues.

   • Messages nobody took in team queues
   • Handoffs awaiting assignment
   • Below, the oldest wait

   Watch step 5 on the screen

6. Step 6 of 9

   See who is connected

   This figure shows who is connected to reply.

   Connected now counts the Bridge users who are Online, Busy or Away, out of everyone expected to work; it leaves out invited users who have not activated, disabled accounts and people on leave. The bar shows how many are in each presence. Offline means the person is not connected; No data means there are no session records, and it is never read as Offline.

   • Online, Busy or Away: connected
   • Out of everyone expected to work
   • No data is never Offline

   Watch step 6 on the screen

7. Step 7 of 9

   Compare the Bridge users

   The table puts every Bridge user side by side.

   The Bridge users table shows each person’s presence and their unattended contacts right now. The table’s Period, the last 7, 30 or 90 days, only changes the Conversations, Active, Avg. reply time and SLA breaches columns. The Conversations pill opens the breakdown of their conversations, and the red Unattended contacts pill opens the oldest wait and what is at risk, with View detail. The table is sorted by unattended contacts, highest first.

   • Presence and unattended: right now
   • The Period changes only four columns
   • The pills open their breakdown

   Watch step 7 on the screen

8. Step 8 of 9

   Compare the teams

   Teams shows the same reading per team.

   Choose Teams to see one row per team: Connected now, Awaiting a reply with its bar, Unattended contacts, No user assigned, Oldest wait and how the wait changed over the last hour, with a sample every 10 minutes. A conversation counts once per team, even when several Bridge users take part. Click a team to see its Bridge users and what is awaiting a reply.

   • One row per team
   • The wait over the last hour
   • A click opens the team

   Watch step 8 on the screen

9. Step 9 of 9

   Open the detail of a person

   Each person opens in a panel with their detail.

   Click a row of Bridge users to open that person’s panel on Live operations: their figures right now, Pending handoffs, Connected today and the list of conversations awaiting their reply, with the status and deadline of each one. The Performance tab shows how they worked over a period. Next: Review your team’s performance.

   • Their figures and what awaits them
   • Performance: how they worked in a period
   • Next: your team’s performance

   Watch step 9 on the screen