Overview

Overview page is a live view. It shows below live metrics.

• Open conversations
• Agent status
• Conversations by agents

Open conversations

Open conversations shows 3 types of metric in account level.

• Open - Total number of open conversations in the account.
• Unattended - Total number of unattended conversations in the account.
• Unassigned - Total number of unassigned conversations in the account.

Agent status

It shows the number of agents in online, busy and offline status.

Conversation traffic

The conversation traffic heatmap shows what times of the day are the busiest for the last seven 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 is an agent level conversation metric. This metric shows the number of open and unattended conversations for each agents in the account.