The Visibility Problem

Your social media team has 4 agents handling Instagram, Facebook, and WhatsApp. But you have no idea:

• Who's overloaded and who's idle?
• What's the average response time?
• Are you meeting your SLA targets?
• Which agent resolves issues fastest?

Without visibility, you're managing blind.

Agent Status & Assignment

Social Hub gives you a real-time view of your entire team. Here's a live dashboard showing 4 agents with their status, conversation loads, and capacity:

What You See at a Glance

• Queue, conversations waiting to be picked up
• Active, conversations currently being handled
• Resolved Today, conversations closed today
• Agents Online, how many team members are available

Per-Agent Metrics

Each agent card shows:

• Current status (Online, Away, Offline)
• Active conversation count vs. max capacity (e.g., 3/5)
• Conversations assigned, resolved, and replies sent
• Progress bar showing workload relative to capacity

Smart Auto-Assignment

When a new conversation arrives, Social Hub assigns it based on:

• Agent availability and current capacity
• Round-robin distribution for fairness
• Department routing (sales → sales team, support → support team)
• Language preference (Arabic-speaking customers → Arabic-fluent agents)

Performance Dashboard

Beyond real-time status, the Performance Dashboard tracks trends over time:

Key Metrics Tracked

Daily Trend Line chart showing assigned, resolved, and messages sent per day. Spot patterns:

• Monday spike? Staff up on Mondays
• Friday drop? Reduce hours or redistribute

Peak Hours Heatmap showing which hours and days get the most conversations:

• If Wednesday 3-6pm is your peak, make sure all agents are online
• If Saturday morning is dead, one agent is enough

Response Time Distribution Bar chart showing how fast your team responds:

• Under 1 minute, excellent
• 1-5 minutes, good
• 5-15 minutes, needs improvement
• Over 1 hour, SLA breach territory

Agent Comparison Side-by-side comparison of all agents:

• Conversations assigned vs. resolved (shows completion rate)
• Average response time per agent
• Customer satisfaction signals

SLA Compliance

Set response time targets per platform:

• Instagram DMs: first response within 5 minutes
• WhatsApp: first response within 3 minutes
• Facebook Messenger: first response within 10 minutes

The dashboard tracks compliance in real-time and alerts you when an agent is about to breach SLA.

Practical Team Management

Shift Planning

Use peak hours data to plan shifts:

1. Morning team (9am-2pm): 2 agents
2. Afternoon team (2pm-8pm): 3 agents (peak hours)
3. Evening team (8pm-11pm): 1 agent + auto-replies

Training Insights

Identify which agents need coaching:

• Agent with high resolution time → may need product training
• Agent with low response count → may be stuck on complex issues
• Agent with high reassignment rate → routing rules may be wrong

Capacity Planning

Use daily trend data to justify headcount:

• "We average 150 conversations/day but only have capacity for 100"
• "Response times breach SLA every Wednesday: we need a 4th agent for midweek"

Getting Started

1. Invite your team, add agents from the Members page
2. Set max conversations, define capacity per agent (5-10 is typical)
3. Configure SLA targets, set response time goals per platform
4. Enable auto-assignment, let the system distribute conversations
5. Review weekly: check the Performance Dashboard every Monday