NEXT Web - Supervisor View - Activity & History

Overview

This article explains the Inbox Details, User Activity, and User History tabs in the Supervisor View. It covers monitoring inbox performance, tracking agent availability and status, and reviewing individual agent activity logs.

Before You Begin

You must be signed in to NEXT with a Supervisor-level account.
To access the Supervisor View, click More, then click Supervisor,

The Inbox Details Tab

The Inbox Details tab provides a detailed view of each shared inbox you supervise and how agents are handling incoming tickets.

Inbox Activity

The following metrics are displayed for each shared inbox:

Metric	Description
Inbox	The name of the shared inbox
In queue	The number of tickets currently waiting in the queue for an agent to accept.
Longest waiting	The longest time any single customer currently in the queue has been waiting.
Total avg wait time	The total average time customers in that queue wait before being accepted by an agent.
Abandons	The number of customers who ended their interaction — hung up, left a live chat, etc. — before being helped by an agent.
Abandon %	The percentage of customers who abandoned their interaction before being helped.
Service level %	The percentage showing how closely agents are meeting the SLA response time set by your administrator.
Avg handle time	The average time agents have spent accepting and engaging with customers during the current day or shift.

NOTE: Use the filters to narrow or broaden your shared inbox view. Click the drop-down arrow next to a shared inbox name to expand it and see individual items in the queue or being worked on.

NOTE: Service level targets are set by an administrator in NEXT. Contact your administrator if you need to adjust SLA settings.

In Queue

The In Queue section shows which contacts are currently waiting for help and which shared inbox they are waiting in.

Column	Description
Contact	The contact currently waiting in the queue.
Wait time	How long the contact has been waiting in the queue.
Inbox	The shared inbox the contact is waiting in.
Channel	The communication method the contact used — phone, email, SMS, live chat, or social media.
Recent ticket	The ticket number of the contact's most recent previous interaction.

NOTE: Use the grey arrows at the top of the columns to search for contacts, sort by inboxes, channels,longest or shortest wait time, or by queue position.

Sorting the In Queue Section

Each column has an arrow icon that allows you to sort by that column. Clicking any arrow changes the sort to Sort: custom to indicate the default sort has been overridden.

The available sort options are:

Longest wait (default)
Inboxes
Channels

The User Activity Tab

The User activity tab displays all agents you supervise, their current status, and a summary of their work activity for the current day or shift.

Column	Description
User	The agent's name.
Status	The agent's current status — for example, available, on break, or at lunch.
Duration	How long the agent has been in their current status.
% Available	The percentage of the current day or shift the agent has been available to accept incoming tickets.
Avg handle time	The average time the agent has spent accepting and engaging with customers during the current day or shift.
Sign in time	The time the agent signed in to NEXT.
Inboxes	The shared inboxes the agent is assigned to.
Channel	The communication channels the agent is supporting during the current day or shift. Channels highlighted in blue are the ones the agent is actively supporting.
Message	Click to send the agent a quick internal message through My Inbox.

EXAMPLE: If an agent has been on break for 45 minutes, their Status shows Break and Duration shows 45 minutes.

EXAMPLE: An agent may support calls one day and live chat, SMS, and social media the next — the highlighted channels reflect their current assignment.

Sorting the User Activity Tab

By default, the User activity tab is sorted by longest duration. Each column has an arrow icon that allows you to sort by that column. Clicking any arrow changes the sort to Sort: custom to indicate the default sort has been overridden.

To sort the User activity tab, click the arrow next to any column, or use the Sort options. The available sort options are:

Longest duration (default)
% Available
Avg handle time
Sign in time

Filtering the User Activity Tab

To filter the User activity tab, click any of the following filter options. Clicking a filter brings up a search box to narrow your selection:

Users — Filter by specific agents.
Inboxes — Filter by specific shared inboxes.
Channels — Filter by communication channel. The available options are:
- All Channels
- Chat
- Email
- SMS
- Social
- Voice

The User History Tab

The User history tab allows you to review the activity log of one agent at a time for the current day. Use the User history details dropdown at the top to search for the agent you want to review.

Column	Description
From	The person who initiated the interaction — either the agent or the contact.
To	The person the interaction was sent to — either the agent or the contact.
Channel	The communication method used — phone, email, SMS, live chat, or social media.
Address	The contact method used — email address, phone number, or social media handle.
Time	The time the interaction occurred.
Duration	How long the agent spent on that interaction.
Sentiment	An indicator of how positively or negatively the interaction went — with a customer or another employee.
Ticket ID	The ticket number associated with the interaction.
Ticket Summary	A short AI-generated summary of the interaction pulled from the ticket.

[Screenshot — User History tab showing agent activity log]

Sorting the User History Tab

Each column has an arrow icon that allows you to sort by that column. Clicking any arrow changes the sort to Sort: custom to indicate the default sort has been overridden. To sort the User history tab, click the arrow next to any column, or use the Sort options. The available sort options are:

Most recent
Channels

Filtering the User History Tab

To filter the User History tab, click any of the following filter options. Clicking a filter brings up a search box to narrow your selection:

Contacts — Click the checkbox to filter by all contacts. This is selected by default.
Channels — Click the checkbox to filter by all channels. This is selected by default.
This week — Filter by time period. The available options are:
- Today
- Yesterday
- This week (default)
- Last week
- Custom