Auditor Role

The Auditor profile allows you to supervise, monitor, and analyze the Contact Center's performance, agent status, and overall conversation activity in real-time without the need to intervene directly as a support agent.

Main Menu & Navigation

The left sidebar contains the navigation menu, providing access to three main sections:

Dashboard: Overview of key metrics and recent activity.
Agents: List, monitor, and filter team agents.
Contacts: Manage and filter registered contacts and their conversations.
Agent mode: The Agent mode toggle is located in the bottom-left corner. For exclusive auditing and supervisory functions, this mode remains disabled.

Dashboard

The Dashboard provides a real-time snapshot of the overall Contact Center operations.

Key Metrics

Four key indicators are displayed at the top:

Contacts on hold: Number of contacts waiting to be assisted by an agent.
Available agents: Number of agents currently available to receive conversations.
Average waiting time: The average time customers wait before being assigned to an agent.
Maximum waiting time: The highest recorded waiting time currently in the queue.

Monitoring Panels

1) Last connected agents:

Displays the agent's name, connection time, and current availability status (Available in green, Unavailable in red).
Includes a See all button to access the full agent list directly.

2) Last conversations:

An interactive log of the most recent messages.
Displays the conversation status (Active or Finished), date/time of the last event, a message preview, and channel/platform identifiers or tags (e.g., WhatsApp, iOS, Android, DEV, Marketing).

Agent Management

In the Agents menu, the auditor can oversee the workload and availability of the entire support team.

Status Summary

A quick breakdown is shown at the top of the list:

Disconnected: Offline agents.
Connected: Agents currently logged into the system.
Available: Connected agents who are ready to take on new chats.

Search & Filter Tools

Search bar (Search agent): Allows you to look up specific agents by name.
Status dropdown: Filters the table using the following options ( See all / Connected / Disconnected / Available / Unavailable).

Agent Information Table

Agent: Agent's profile picture and name.
Role: Permission profile or role assigned within the platform.
Status: Current connection status (Connected / Disconnected).
Last connection: Date and time of the last recorded login.
Availability: The agent's manual availability status (Available / Unavailable).
Assigned contacts: Total number of contacts formally assigned to the agent.
Active conv.: Number of active conversations the agent is handling at that exact moment.

Contact Management

The Contacts section provides visibility into all users who have interacted with the platform.

Search & Advanced Filters

The auditor can look up specific users using the Search contact bar, or filter the list based on conversation status using the central dropdown menu:

See all: Displays the entire directory of contacts.
Active conversation: Filters users with ongoing chats.
Finished conversation: Shows contacts with concluded chats.
Blocked: Shows users who have been blocked.
Unblocked: Shows users who are not blocked.

Contact Information Table

Contact: Customer/contact identifier or name.
Last message: Date and time the last message was sent or received.
Conv. status: Interaction status tag (Active in green, Finished in gray).
Channel: Communication channel used by the contact (e.g., WhatsApp).
Actions (⋮): Contextual dropdown menu at the end of the row.

Auditor Actions on Contacts

By clicking the three-dot icon (⋮) on the right side of any contact row, the auditor can perform control actions:

Block contact / Unblock contact: Allows the auditor to block or unblock a user, which prevents or restores their ability to send new messages into the system.