How to Monitor Customer Service in Real Time on Blip Go Personal – Blip | Blip Help

Index:

The Monitoring module in Blip Go Personal is the operational intelligence center in real time. Unlike the Conversation History, which focuses on retrospective data, this feature allows managers to track the workflow in real time. The tool is essential for identifying bottlenecks, managing the team's workload, and ensuring that service levels (SLA) are maintained through queue, service, and availability status metrics.

Access Path: Service > Monitoring.

Important

The displayed metrics depend on your profile permissions and the numbers you have access to within the organization.

Filter Management

For accurate analysis, the module offers flexibility in data visualization through the number selector:

Filter by Agent on Specific Number: Allows viewing the performance of agents linked to a single service channel.
“All Numbers” Option: Consolidates complete metrics of all agents related to all numbers you have access to within the organization, providing a macro view of the operation.

Details of Real-Time Metrics

The monitoring page is divided into logical blocks of metrics. Below, we detail each indicator individually:

1. Tickets in Queue

This block focuses on customers who have initiated contact but have not yet been served by a human:

Tickets in queue: Indicates the absolute total of tickets waiting to be assigned to an available agent.
Longest time in queue: Records the maximum time (in real time) that a specific customer has been waiting to be taken from the queue and assigned to an agent.

2. Tickets Being Served

Metrics focused on team performance after ticket distribution:

Tickets being served: Total open tickets that have left the queue and have received at least the first response from an agent.
Average time to first response: Calculates the average time elapsed between the moment the ticket is assigned to the agent and the sending of the first response message to the customer.
Maximum time to first response: Identifies the longest waiting time a customer has had to receive their first human interaction after ticket assignment.
Average response time: Average time agents take to respond to each new message sent by customers during the dialogue.
Average service time: Average total duration of all services that were started and completed during the current day.

3. Ticket Status Today

An overview of the day's transactional volume, categorizing tickets into four states:

Open: Tickets currently in progress.
Closed: Services successfully completed.
Abandoned: Cases where the customer ended the interaction before the service was completed.
Lost: Tickets that were not served within the time parameters or business rules.

4. Agent Status

View focused on the team's availability and productive capacity:

Average tickets per agent: Distribution of workload among team members.
Agents Online: Number of professionals available to receive new tickets.
Agents On Break: Number of agents who have indicated temporary unavailability.
Invisible Agents: Number of agents logged in but not in the automatic receiving queue.

Tips

Use the Longest time in queue metric to make immediate interventions if this time exceeds your company’s SLA.
The data on this page is updated in real time. If you notice any discrepancy after changing the number filter, wait a few seconds for the dashboard to process the new volume.

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