Use the Conversations dashboard to monitor live chat volume, conversation status, and team performance across a selected date range.

Filters

Select filters before reviewing KPIs, graphs, and team performance data.

Filter	Location	What it does
Date range	Top of the dashboard	Filters data by a specific date range. The selected range applies to the Conversations, Performance, and Agents tabs.
Team	Top-left corner of the tab	Shows data for all teams or filters the dashboard to one team. Use this filter to focus on a specific team’s performance.

KPIs

KPIs (key performance indicators) summarize conversation activity for the selected date range.

KPI	Description
Conversations	Total conversations handled.
Open	Conversations that are still open and awaiting resolution.
Snoozed	Conversations that are temporarily paused for later follow-up.
Closed	Conversations resolved and closed.
Transferred	Conversations transferred between agents or teams.

Use the graphs to identify trends, peak activity hours, and busy days during the selected date range.

Conversations opened and closed: Shows the trend of opened and closed conversations over time.
- Compare bar heights to review conversation volume across the selected period.
- Compare Open (blue) and Closed (green) to determine whether teams are keeping up with demand.
Average conversations opened and closed per hour: Shows the hourly average of opened and closed conversations.
- Identify peak activity hours.
- Use peaks to find the busiest hours for new and resolved conversations.
Average conversations opened and closed per day: Shows the average number of conversations opened and closed on each day of the week.
- Identify the days with the most activity.
- Review day-level trends when scheduling team shifts and resources.

Use the Team performance table to compare conversation metrics by team during the selected date range.

Column	Description
Team	Team managing the conversations, such as Product, Sales, or Support.
Agents	Number of agents assigned to the team. Use this value to understand team capacity.
Conversations	Total conversations handled by the team.
Open	Conversations still open and unresolved. Use this value to understand current workload.
Snoozed	Conversations snoozed by the team for pending follow-up.
Closed	Conversations resolved and closed by the team. Use this value to understand resolution activity.
Transferred to	Conversations transferred from this team to another team or agent.
Transferred from	Conversations this team received from another team or agent.