Features
Send work to the right person and see the whole queue
Teams share tickets out in turn or by lightest load, follow skills and limits, and pass over anyone away. Supervisors watch the live queue, get alerts before it backs up, and step into a chat or a WhatsApp call when they are needed.
Get startedTeams, skills and limits on Pro and Agency. Supervisor tools and call monitoring on Enterprise.
From the queue to the right desk
- 1
Set up teams and skills
Make teams, add people, and give them skills such as a language, a product or VIP.
- 2
Let the queue share it out
Each ticket goes to an available person with the skill and room, or waits in the team’s queue.
- 3
Watch it live
A supervisor sees who waits, who has what and which targets are at risk.
- 4
Step in when needed
Move tickets in bulk, join or take over a chat, or listen in on a call.
What you can set and see
Teams and routing are on every desk today. The supervisor tools are for owners, admins and roles that manage the inbox.
- Ways to share out
- Manual, round robin, least busy or balanced, per team. People who are away or full are passed over.
- Skills and capacity
- Skills per person and a limit of open tickets and of live chats. A rule can require a skill or only prefer it.
- Overflow
- When nobody fits, the ticket can go to another team once, never in a loop.
- Why it went to me
- Each ticket says how it was routed, so nobody has to guess.
- Live queue
- Across brands and teams: waiting and in progress, oldest wait first, and targets missed or due within the hour.
- Bulk moves
- Move many tickets to a person or a team at once. Going past a person’s limit takes a clear choice and is logged.
- Join and whisper
- Watch a chat silently, whisper to the teammate only, join, or take over. The teammate is always told.
- Alerts and reports
- Alerts when the queue grows or someone sits idle with work waiting, shift reports with CSV and PDF, and coverage that shows who is short tomorrow.
Routing on Pro, supervision on Enterprise
Teams, automatic sharing out, skills and limits come with Pro. The live queue, bulk moves, supervision, alerts, shift reports and coverage are on Enterprise, as is listening in on WhatsApp calls.
Questions
How are tickets shared out?
Each team picks manual, round robin, least busy or balanced. Skills, limits, shifts and away status are honoured.
Can a supervisor read a chat without the customer knowing?
Yes. Watching and whispering are never shown to the customer. Joining is shown only when the supervisor chooses. The teammate is always told, and every mode is logged.
Can a supervisor listen to a call?
Yes, on WhatsApp calls: listen, whisper to the teammate only, or join. The customer is told only when someone joins, and never on a whisper.
Does it forecast how many people we need?
Hivenza doesn’t forecast. You set how many people each team needs by time of the week, and Hivenza shows where tomorrow falls short.
Who can use the supervisor tools?
Owners and admins, and roles that manage the inbox, for the brands they work on.
Put every ticket in the right hands
