Reports Overview

The overview page is a live view. It shows the below-mentioned metrics.

• Open conversations
• Agent status
• Conversations by agent

Open Conversations

Open conversations show three types of metrics on the 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

Agent Status shows the number of online, busy, or offline agents.

Conversation Traffic

The conversation traffic heatmap shows the times of the day that have been the busiest during the past seven days. Each highlighted cell represents the number of conversations received on a particular day. By hovering over a cell, you will see the exact number of conversations during a specific hour.

Conversations by Agent

Conversations by agent is an agent-level conversation metric. It shows the number of open and unattended conversations for each agent in the account.