Chat Management is a tool focused on giving managers a complete overview of all open customer service chats, facilitating workload distribution and ensuring no customer goes unanswered.

With it, you can identify bottlenecks, monitor wait times, and rely on AI-generated insights to optimize your operation.

To access the tool, visit the link:https://spa.poli.digital/manager.

Overview and Main Navigation

On the main Chat Management screen, you have total flexibility to view how chats are distributed among your team.

• View Modes: In the upper right corner, you can toggle between the Kanban view (where each agent has a column with their respective chats as cards) or the List view.
• Search Bar: Located at the top, it allows you to quickly search for a specific contact or by an agent's name.
• Visual Distribution: In Kanban mode, you can use the drag-and-drop feature to quickly and intuitively redistribute chats among agents, balancing the workload.

Filters and Settings

To facilitate the management of large chat volumes, the tool offers several segmentation options:

• Quick Criticality Filter: In the top center of the screen, easily switch between "Critical" (Críticos) and "All chats" (Todos os chats).
• Advanced Filters: By clicking the funnel icon (in the upper right corner), you can refine your search by:
• • Date
  • Channel
  • Agent
  • Department / Sector
  • Status
  • Tags
• SLA Settings: By clicking the "⚙️ Settings" (Configurações) button, you can define your business rules, determining how long an unanswered chat must wait before being considered "Critical".

AI Insights and Chat Summary

When accessing the screen for the first time or requesting a new analysis, the system will offer the option to generate a summary of open chats with AI insights. If you click "Yes, analyze" (Sim, analisar), you will have access to a detailed strategic dashboard:

• Health Score: A score from 0 to 100 based on the current state of your operation, detailing the reasons impacting the grade (e.g., critical chats, high wait times, overloaded agents).
• Chat Summary: Cards with key indicators, such as the total volume of critical chats, chats above SLA, average wait time, longest wait time, and total unassigned chats.
• Identified Risks: Alerts classified by priority level (High, Medium, Low). The system warns, for example, if a specific agent is at immediate risk of abandonment due to overload or if a sector has exceeded the acceptable limit.
• Recommended Actions: AI suggests practical actions to solve problems, such as "Redistribute chats from agent X to agent Y" or "Manually assign unassigned chats in sector Z".
• Agents' Status: A consolidated table showing the total and critical chat volume of each team member, making it easy to immediately identify who needs help and who has the capacity to take new requests.