Agents dashboard

Use the Agents dashboard to filter live chat data and review agent availability, response times, closing times, and conversation activity.

Filter dashboard data

Select a Date Range at the top of the dashboard. The selected range applies to the Conversations, Performance, and Agents tabs.
Select a Team in the upper-left corner to view data for all teams and agents, or filter the dashboard by a specific team or agent.

The top metrics show the current availability of agents assigned to live chat conversations:

Total Agents: Number of agents assigned to handle live chat conversations across teams for the selected period.
Total Online: Number of agents currently online and available to manage conversations.
Total Away: Number of agents currently marked as Away and temporarily unavailable to handle conversations.
Total Offline: Number of agents currently offline and unavailable to handle conversations.

Average First Response Time: Shows the percentage distribution of first-response times across intervals, such as 0–10 minutes and 10–20 minutes, for the selected period. Each bar represents the percentage of conversations answered within that interval. A high percentage in intervals beyond the configured SLA (service-level agreement) threshold can indicate a team performance issue. Filter by agent to review individual first-response-time performance.
Average Closing Time: Shows the percentage distribution of conversation closing times across intervals, such as 0–20 minutes and 20–40 minutes, for the selected period. Each bar represents the percentage of conversations resolved and closed within that interval. A high percentage in lower intervals indicates faster resolution. Filter by agent to review individual closing-time performance.

The Teams & Agents Performance table breaks down conversation metrics by team and agent for the selected period.

Column	Description
Team	Team that manages the conversations, such as Product, Sales, or Support.
Agent Name	Name of the agent.
Status	Current agent status: Online, Away, or Offline.
Last Seen	Agent’s most recent activity timestamp, such as “Just Now” or “8h ago”.
Conversations	Total conversations the agent handled during the selected period.
SLA Attended Conversations	Conversations the agent handled within the configured SLA threshold.
Avg. Closing Time	Average time the agent took to close a conversation.
Open	Conversations that remain open and unresolved. This reflects the agent’s current workload.
Snoozed	Conversations the agent snoozed, indicating pending follow-ups.
Closed	Conversations the agent resolved and closed.
Transferred To	Conversations the agent transferred to another agent.
Transferred From	Conversations the agent received after another agent transferred them.