# Real-time Operations Management

### Understanding Your Queue Health

The Review Platform provides real-time operational visibility to help you make staffing and prioritization decisions proactively rather than reactively.

**Key metrics available in real-time:**

**SLA Proximity Tracking**: See how many reviews are within 1 hour, 4 hours, or 24 hours of breaching their SLA. This helps you identify when you need to reallocate resources or bring in additional reviewers before breaches occur.

**Queue Velocity**: Understand how quickly reviews are moving through each queue. If velocity is dropping while volume is steady, it may indicate your team needs additional training or that review complexity has increased.

**Resource Allocation**: See which queues have the most urgent reviews and where your team's attention is currently focused. This helps you make real-time decisions about moving agents between queues or reprioritizing work.

**Work-in-Progress vs. Unassigned**: Know exactly how many reviews are actively being worked on versus sitting unassigned in the queue. This distinction is critical for understanding whether your team is at capacity or if reviews are waiting for someone to pull them.

**Why real-time visibility matters:**

Retrospective analytics tell you what happened yesterday—that 20% of reviews breached their SLA or that average resolution time was 6 hours. While valuable for long-term optimization, this information doesn't help you solve today's operational challenges.

Real-time dashboards answer questions like:

* "We have 50 reviews in the queue right now—how many are about to breach?"
* "Should I pull someone from the general queue to help with escalations?"
* "Is the current staffing level adequate for today's volume?"

This operational intelligence helps you prevent problems rather than analyzing them after they occur.