How to read Overview Reports (realtime)?

Overview Reports provide real-time insights into account activity.

Access

Navigate to Reports → Overview

Key Metrics

1. Open Conversations

Shows ongoing customer interactions:

• Open conversations

• Unattended conversations

• Unassigned conversations

2. Agent Status

Displays agent availability:

• Online

• Busy

• Offline

3. Conversation Traffic

• 7-day heatmap showing busiest conversation times

• Color-coded cells represent conversation volume

• Hover for precise hourly conversation counts

4. Conversations by Agents

• Tracks current conversations per agent

• Helps monitor workload and performance

The overview provides a real-time update of what is happening in your account, giving managers instant visibility into customer support operations.