This report is only visible with the Supervisor Role.
Indicators
Open Conversations
Indicates the number of conversations that have the following statuses:Open, Queued, Unassigned, or Escalated.
The number of Escalated conversations changes only when the Escalate Conversations to Supervisor feature is activated at the Inbox level and an agent clicks the ↑ Escalate to Supervisor button in the Conversation Actions section of the conversation chat.
Today
Indicates the number of conversations that were handled on the current day.Agent Status
Indicates the number of agents who are currentlyOnline, Busy, Away, or Offline.
Conversation handling
Conversation handling indicates the following real-time metrics:| Metrics | Description |
|---|---|
| First Response Time (Avg) | The average time it takes for an agent to respond to a customer in a conversation. |
| Resolution Time (Avg) | The average time required to resolve conversations with a customer. |
| Queue Time (Avg) | The average time that an incoming conversation waits for assignment to a human agent. This value is measurable in two scenarios: - When auto-assigning conversations is turned off for the Inbox. - When the conversation limit per agent is activated, and all agents in an Inbox with auto-assignment activated are at full capacity and unable to take on additional conversations. |
Line Charts
Conversation Metrics
Indicates conversation details in a 24-hour time grid, visualized with colored lines:| Line graph | Description |
|---|---|
| Incoming Conversations | Number of conversations that were created in the last 24 hours. |
| Conversation Duration (min) | Minutes it took to solve a conversation from start to finish. |
| Queued Conversations | Number of conversations that are not assigned to a human agent. |
Tables
Conversations by Agents
Provides information about the status and performance of agents:| Title | Description |
|---|---|
| STATUS | Indicates the status of the Agent: Away, Busy, Online, Offline. |
| OPEN | Number of active conversations pending. |
| QUEUED | Indicates the number of assigned conversations waiting. |
| AVG FIRST RESPONSE TIME | Indicates the average value when an Agent responded first. |
| AVG RESOLUTION TIME | Indicates the average value when an Agent resolved a conversation. |
| RESOLVED | Indicates how many conversations were resolved by Agents. |
Busy or Away.
However, if the agent is offline, any changes you attempt to make to their status will not be applied.
Additionally, you can filter the table data by agent status.
View Reports
To view a report, do the following:- In the Live Agent interface, go to Reports > Overview.
- At the top of the report, from the Inbox list, select an Inbox you want to inspect.