Supervisor & Analytics
The Supervisor surface is where team leads monitor real-time queue health, track agent performance, and analyse historical trends. It is the operational nerve centre of a CraftBot deployment.
Two perspectives
CraftBot separates supervisor work into live (right-now signals you can act on) and historical (trends and post-mortems).
| Perspective | Refresh | Primary use |
|---|---|---|
| Live dashboard | Real-time (WebSocket push) | Spot stalled chats, idle agents, SLA breaches as they happen. |
| Historical analytics | Pre-computed snapshots | Weekly reviews, capacity planning, trend analysis. |
What you’ll see
- Live load — open conversations across the tenant with queue / active split.
- Agent availability — who is Accepting, Busy, Away, On Break, or Offline, plus active-chat count per agent.
- CSAT — rolling-window satisfaction scores and a live feed of the most recent responses.
- First Response Time — median time from first inbound to first agent reply.
- Resolution Time — median time from open to resolved.
- Bot Containment — share of conversations the bot resolved end-to-end without an agent.
- SLA breaches — breaches surfaced both as a top-of-page banner and a dedicated table. Where SLA breach follow-up is enabled, supervisors can claim a breach and work it through to a disposition from the dashboard’s SLA Follow-ups tab.
Permissions
The Supervisor surface is visible to:
supervisor— full access.admin/super_admin— full access.readonly— view-only access (no reassignment, no closing).
Agents do not see this surface.
Pages in this section
- Live dashboard — the real-time view.
- Historical analytics — KPI snapshots and trends.
- Queue management — reassignment, escalation, SLA configuration.
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