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User Logging

"Track real-time login behavior, chat activity, and system status – all in one glance."

Introduction

The User Logging module provides detailed visibility into every user's activity on the Surbo Chat platform. Whether you're tracking logins, chat handling, or online durations, this module is your go-to for understanding how your team operates in real time.

Key Fields & What They Show

  • 👨‍💻 Name: Displays the name of the Surbo Chat user (agent, TL, manager, etc.).

  • 🎓 Role: Indicates the user’s role in the organization—whether Associate, Manager, Team Lead, etc.

  • 🔁 No. of Logins: Tracks how many times the user has logged into Surbo Chat.

  • ✅ Login Status: Shows if the user is currently logged into the system or not.

  • 🟢 Online Status: Indicates whether the user is currently marked as online (ready to take chats) or offline.

  • ⏱️ Duration: Total time the user remained active on the system.

  • 💬 No. of Chats: Number of chat sessions handled by the agent during the login.

  • 🔄 Ongoing Chats: Shows how many chats the agent is currently handling live.

  • 🚫 Ban Users: Indicates how many customers or visitors the agent has blocked (typically for misuse or spamming).

  • 📅 Last Login Date & Time: Captures the exact timestamp of the agent’s most recent login.

Deeper Insights – Login vs. Online

The system clearly separates two key timestamps:

  • Login/Logout Time: When the user logs into or out of the platform
  • Online/Offline Time: When the user actually becomes available to take chats

This helps in identifying gaps between login and active time

Logout Types Explained

  • Logout Type: is a dedicated field for understanding how the session ended:

  • 🔒 Agent Logout: User manually logged out

  • ⏳ Session Timeout: Auto logout due to inactivity
  • ⚠️ Force Logout: User logged out while handling active chats (system reallocates the chats)

Pro Tips

  • 🕵️ Use this module to monitor shift compliance, break durations, and agent productivity

  • 📈 Combine this data with the chat performance reports for full visibility

  • 🚨 Force logout alerts can help identify potential risks or agent issues

  • 🔄 Use frequent logins as a metric for agent responsiveness and availability