The Conversations dashboard provides an overview of your live chat conversations, offering KPIs, graphical insights, and tabular data for monitoring team activity and efficiency. Here’s a breakdown of each component:

Filters

Date Range Filter:
- Located at the top of the dashboard.
- Allows filtering the displayed data by a specific date range. Changes apply across all three tabs (Conversations, Performance, Agents).
Team Filter:
- Located at the top-left corner of the tab.
- Allows you to collectively view data for all teams or filter per team to focus on its performance.

KPIs (Top Metrics)

Conversations: Total number of conversations handled during the selected time period.
Open: Number of conversations currently open and awaiting resolution according to the selected time period.
Snoozed: Number of conversations snoozed (temporarily paused) according to the selected time period.
Closed: Number of conversations successfully closed according to the selected time period.
Transferred: Number of conversations transferred between agents or teams according to the selected time period.

Graphs

Conversations Opened & Closed: Displays the trend of conversations opened and closed over time according to the selected time period.
- The height of bars indicates the volume of conversations.
- Compare “Open” (blue) vs. “Closed” (green) to understand if the teams are keeping up with demand.
Average Conversations Opened & Closed per Hour: Displays the hourly average (hour per hour) of conversations opened and closed according to the selected
- Useful to identify peak activity hours.
- Peaks indicate the busiest hours when conversations are initiated or resolved.
Average Conversations Opened & Closed per Day: Displays the average number of conversations opened and closed on each day of the week according to the selected time period.
- Helps identify which days experience the most activity.
- Useful for scheduling team shifts and resources.

Teams Performance table

The table at the bottom provides a detailed breakdown of conversation metrics per team during the selected time period.

Team: The name of the team managing the conversations (e.g., Product, Sales, Support).
Agents: Number of agents assigned to the team. Indicates the team’s capacity for handling conversations.
Conversations: Total number of conversations handled by the team during the selected time period.
Open: Number of conversations still open and unresolved. Reflects the team’s current workload.
Snoozed: Number of conversations snoozed by the team. Indicates pending follow-ups.
Closed: Total number of conversations successfully resolved and closed by the team. Shows the team’s efficiency in addressing queries.
Transferred To: Number of conversations that were transferred to another team or agent.
Transferred From: Number of conversations received that were transferred from another team or agent.