Convoso Team Optimizer

Convoso Team Optimizer is a management overlay for Call Center Coaches and Managers — it reorganizes Convoso’s live agent monitor into clearly labeled, visually distinct team sections, without touching the underlying dashboard’s own behavior.

The Problem

Convoso’s real-time agent monitor shows every agent in one flat view. For a manager running multiple teams inside a single campaign, there’s no native way to see “my team” at a glance — just a scrolling list of names, mixed together, updating constantly as agents change state.

The Fix

Team Optimizer groups agents by team automatically, using a deterministic identity resolver — agents are matched by User ID and Extension, not by name string matching, so team placement stays accurate even when two agents share a similar display name or a name includes a middle initial.

What it does:

  • Deterministic Grouping — matches agents to teams by User ID and Extension for consistent, accurate placement
  • Custom Team Headers — injects visual section headers so each team’s agents are grouped and labeled directly in the live monitor
  • Flexible Visibility Control — hide or show an entire team with one click, to focus on a specific campaign without losing the rest of the dashboard
  • Non-Destructive Orchestration — uses CSS-first rendering (flex-order) rather than moving DOM nodes, so agents don’t visually “vanish” or jump during Convoso’s own high-frequency dashboard updates
  • Adaptive Lifecycle Guardrails — self-healing context checks keep the extension stable even under heavy WebRTC and Janus SIP call traffic, which can otherwise cause a naive DOM-manipulation extension to break or desync

Why CSS-First, Not DOM Rewriting

The harder engineering problem here isn’t grouping agents — it’s grouping them without breaking Convoso’s own rendering. Convoso’s dashboard re-renders constantly as call state changes; an extension that physically moves DOM elements risks losing track of an agent mid-update, or fighting Convoso’s own render cycle.

Using flex-order instead of DOM insertion means agents are reordered visually through CSS alone. Convoso’s own rendering logic never has to know the extension exists — the underlying DOM structure stays exactly where Convoso put it, and only the visual position changes. That’s what keeps the extension stable under real call volume instead of breaking the moment WebRTC traffic gets heavy.

Download & Install

Chrome Web Store: Convoso Team Optimizer

Version 2.0.1. Built for Convoso team leads managing multiple teams inside a single campaign view.