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Overview Reports

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:

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Metrics in the Overview Report

Open conversations

This shows the number of conversations on your account that are currently:

  • Open - Ongoing customer interactions.

  • Unattended - Unattended customer conversations.

  • Unassigned - Conversations waiting to be assigned an agent.

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Agent status

This shows the availability status of agents, categorized by:

  • Online

  • Busy

  • Offline

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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.

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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.

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