Overview & Realtime Monitoring¶
The Overview report is your live dashboard. Unlike the trend reports, which summarise activity across a date range, the Overview shows what is happening in your account right now: how many conversations are open, who is available to handle them, and where the pressure is building.
To open it, go to Reports → Overview. The page refreshes on its own, so it works well left open on a wall display or a team lead's second monitor.
What the Overview shows¶
Open conversations¶
A live count of conversations that currently need attention, broken into three states:
- Open — active, ongoing customer interactions.
- Unattended — conversations that have not yet received a reply, or that have a pending customer message waiting on a response.
- Unassigned — conversations sitting in the queue with no agent attached yet.
Watching the unassigned and unattended numbers is the fastest way to spot a backlog forming before it becomes a problem.
Agent status¶
Shows each agent's current availability so you can see your live capacity at a glance:
- Online — available to take work.
- Busy — signed in but flagged as occupied.
- Offline — not currently available.
Conversation traffic¶
A heatmap covering the last seven days that reveals which hours are busiest. Each cell is shaded by volume, and hovering over a cell tells you exactly how many conversations arrived in that hour. Use it to plan shift coverage so staffing lines up with demand.
Conversations by agents¶
A live breakdown of how many conversations each agent is handling right now. It is useful both for balancing workload in the moment and for spotting when someone is overloaded while others have spare capacity.
Realtime vs. historical
The Overview is a snapshot of the present. For trends over time — average response times, resolution counts, week-over-week comparisons — use the conversation, agent and team reports instead.
Common questions¶
Why doesn't the Overview match my trend reports? The Overview counts what is open at this instant, while trend reports aggregate activity over a chosen period. They measure different things and will rarely line up exactly.
An agent shows as online but isn't replying — why? Availability status reflects what the agent has set or what their activity implies, not whether they are actively typing. Pair the status panel with the conversations-by-agent panel to gauge real workload.