The Overview page is a real-time update of what is happening in your account––how many conversations are open, which agents are available, etc.
To view the Overview Report, go to Reports → Overview. This is what it looks like:
Metrics in the Overview Report#
Open conversations#
This shows the number of conversations on your account that are currently:
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Open: Ongoing customer interactions
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Unattended: Unattended customer conversations
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Unassigned: Conversations waiting to be assigned an agent.
Agent status#
This shows the availability status of agents, categorized by:
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Online
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Busy
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Offline
Conversation traffic#
This heatmap shows what times of the day are the busiest for the last 7 days. Each cell represents the number of conversations received as a color shade; hovering over a cell will show the number of conversations received for that hour of the day.
Conversations by agents#
This shows the number of conversations currently being handled by each agent. It can also be used to monitor their performance and workload.
