Here you view, in real time, the operation of your department: how many attendants are online, breaks, notified exits and all detailed metrics about the individual and collective performance of the team, always filtered exclusively by the department you manage.
Access: Service / Digital Service / Queue Control by Department , as shown in the Figure 1:
Figure 1: Path to Queue Control by Department.
Screen Overview
Figure 2: Main Screen - Queue Control by Department.
The main screen is divided into two main tabs:
Agents: View of the attendants' individual status and performance
Attendances: Detailed listing of attendances in real time
Figure 3: Indicators Panel and General Information.
On the right side of the screen, there is a panel with important indicators divided into two sections:
Number of completed attendances, divided by the number of attendances.
Number of attendances rated as good or excellent, divided by the number of attendances that answered the final survey.
Number of attendances that answer the final survey, divided by the number of completed attendances.
Number of attendances started and completed by a single attendant, without transfer, divided by the number of completed attendances.
Number of abandonments before the completion of the attendance, divided by the number of completed attendances.
Total waiting time per attendance, divided by the number of completed calls.
Total time spent on completed attendances, divided by the number of answered calls.
Average overall waiting time in the queue.
Average waiting time in the queue before abandonment by the customer.
Average time of the agent's first response to the customer.
Average time between the agent's responses to the customer.
Average time between the customer's responses to the agent.
Number of started attendances.
Number of attendances in queue.
Number of transferred attendances.
Number of agents on break.
Number of agents who notified exit.
Understanding the Indicators
TCA (Attendance Completion Rate)
Number of completed attendances, divided by the number of attendances.
The higher, the better.
TSAv (Rated Satisfaction Rate)
Number of attendances rated as good or excellent, divided by the number of attendances that answered the final survey.
Indicates the satisfaction perceived by the customer.
TAv (Evaluation Rate)
Number of attendances that answered the final survey, divided by the number of completed attendances.
Shows customers' engagement in the evaluation.
Number of attendances started and completed by a single attendant, without transfer, divided by the number of completed attendances.
Indicates autonomy and efficiency on the first contact.
TA (Abandonment Rate)
Number of abandonments before the completion of the attendance, divided by the number of completed attendances.
The lower, the better.
TME (Average Waiting Time)
Total waiting time per attendance, divided by the number of completed calls.
Directly impacts the customer's perception.
TMA (Average Handling Time)
Total time spent on completed attendances, divided by the number of answered calls.
Reflects the average duration of the attendance.
TMEE (Average Time Between Entries)
Average overall waiting time in the queue.
Indicates the flow and arrival pace of customers.
TMAb (Average Abandonment Time)
Average waiting time in the queue before abandonment by the customer.
Shows how long, on average, customers tolerate waiting.
TMPRAC (Average Time of the Agent's First Response to the Customer)
Average time the agent takes to send the first response to the customer.
Affects the initial experience of the attendance.
TMRAC (Average Time Between Agent Responses)
Average time between the agent's responses to the customer.
Indicates the agent's agility during the conversation.
TMRCA (Average Time Between Customer Responses)
Average time between the customer's responses to the agent.
Shows the customer's interaction pace during the attendance.
Figure 4: Agents Tab.
The Agents tab displays a list of all attendants and their individual information.
Operation Status
At the top of the screen, you view the overall operation status:
Online: Number of attendants available for service (green)
On Break: Number of attendants on pause (yellow)
Exit Notifications: Number of attendants who notified exit (blue)
For each attendant, the following are shown:
Visual availability indicator (green dot: online, yellow: on break)
Proportion of attendances ( TOTAL/IN SERVICE)
Notices about the attendant's breaks or exits
Available Actions
Next to each attendant there is an actions button (
) that allows to close the service day.
Figure 5: Available Actions.
Attendances Tab
Figure 6: Attendances Tab.
The Attendances tab displays all active attendances at the moment, organized in a detailed table.
At the top of the tab, counters by status are displayed:
In service: Number of attendances in progress (green)
Waiting: Number of customers in the waiting queue (yellow)
Transferred: Number of transferred attendances (purple)
The attendances table contains the following columns:
Unique attendance number followed by the name of the responsible attendant
Department to which the attendance was directed (Shows only departments registered to your user)
Current duration of the attendance in minutes and seconds
Customer data captured (example: NAME, CPF, etc.)
Button with the options of Chat and Transfer.
Figure 7: Search Field.
At the top of the Attendances tab there is a search field that allows searching for:
Additional Information (Name, CPF/CNPJ, etc.)
Type the desired term to quickly filter the attendances.
Actions on Attendances
Figure 7: Available Actions on the Attendance.
By clicking the actions button (three dots) on each attendance, you can:
Chat: View the full conversation of the attendance
Transfer: Transfer the attendance to another attendant or department
Figure 9: Simple Filter.
The filter button(
) is available both on the main screen and on the tabs Agents and Attendances, it allows you to refine the view by:
Department: Filter by departments registered to your user
Service Groups: Select specific groups
Channel: Filter by source channel (WhatsApp, Facebook, etc.)
Users: View only attendances of specific users
How to use:
Select the desired criteria
Or click Cancel to close without applying
Advanced Filters (in the Attendances tab)
Figure 10: Advanced Filters.
In the Attendances tab, the button Advanced filters offers additional options:
Available fields:
Contact Form Key: Filter by specific information captured in the form
Additional Information: Filter by data added during the attendance
Open Department Attendances
Figure 11: Open Department Attendances.
In the central area, there is a listing of open attendances related to the selected department.
Listing Structure
Each attendance displays:
Number of open attendances (blue circle)
Number of waiting attendances (orange circle)
Total number of attendances (black circle)
This view allows you to quickly identify the department's demand volume and where reinforcement may be needed.
Figure 12: Paused Button.
In the upper right corner, there are two buttons that allow:
1 - 
/
Resume/Pause automatic data updating - Useful when you need to analyze static information.
Click again to resume real-time updating
2 - 
Manual Refresh - Forces manual data update.
How It Works in Practice
Real-Time Monitoring
Scenario 1: Identify Overload
The supervisor accesses Queue Control for their department and observes:
15 attendances waiting in the department Other matters
TME (Average Waiting Time) at 5m 30s
Only 3 attendants online in this department
Action: Requests attendants from other departments to assist or activates attendants on break.
Scenario 2: Evaluate Individual Performance
The manager views in the Agents tab (filtered for their department):
Attendant A: 41 attendances / 3 in progress
Attendant B: 26 attendances / 0 in progress (on pause for 19 minutes)
Attendant C: 35 attendances / 2 in progress
Action: Conversation with Attendant B about the prolonged break.
Scenario 3: Analyze Quality
The coordinator checks the indicators:
TSAv (Satisfaction Rate): 83.17%
TSPQC (First Contact Resolution): 98.6%
TAv (Evaluation Rate): 38.28%
Action: Creates a campaign to increase the evaluation rate and maintains actions that generate high satisfaction.
Queue Control by Department is especially useful for:
Real-time management - supervisors and coordinators who need to monitor the operation minute by minute and make quick decisions.
Segmented view by department – track metrics, online attendants, queues and performance only for the selected department, ensuring focus on the operation each manager administers.
Load balancing - identify bottlenecks and redistribute attendances or mobilize team according to demand.
Performance evaluation - monitor individual and collective productivity through objective metrics.
SLA assurance - monitor waiting and service times to meet service level agreements.
Training identification - detect attendants with difficulties through high TMAs or low completion rates.
Schedule planning - analyze peak times and size the team appropriately.
Quick interventions - transfer stuck attendances, assist overloaded attendants or take over critical cases.
Quality analysis - monitor satisfaction and first contact resolution indicators in real time.
