The Overview: your figures live

📍 Where to find it: Reports → Overview

The Overview shows in real time the state of your customer service: how many conversations are open, pending or unassigned, which of your agents is online, and at which times your customers write to you the most.

How it works

This page refreshes automatically (live) without you having to reload. It brings together five blocks: the account's open/pending/unassigned conversations, agent status (online, busy, offline), a "Conversation traffic" heatmap (at which times and on which days messages arrive), a "Resolutions" heatmap, a table of conversations by agent and a table by team.

Step by step

1. Go to "Reports" (Analytics section of the left-hand menu).
2. By default you are on "Overview"; if not, click that tab.
3. At the top, read "Open conversations" (open, unattended, unassigned, pending) and "Agent status".
4. Lower down, hover over the colored cells of "Conversation traffic" to see the number of conversations at each hour.
5. To filter a heatmap, use the period selector and the inbox menu at the top right of the map.
6. Check the "Conversations by agents" and "Conversations by teams" tables to see everyone's workload.

Good to know

• The darkest cells of the heatmaps indicate your peak hours: use them to plan your agents' presence.
• The "Agent status" block is useful to check at a glance who is available right now.
• The team table only appears if you have created teams (Settings → Teams).