Dashboard

Use the Live Chat Dashboard to review conversation volume, team performance, and agent activity across your live chat operation.

The dashboard includes three tabs: Conversations, Performance, and Agents. Each tab gives you a different view of live chat activity so you can track key performance indicators (KPIs), assess service quality, and identify areas to improve.

Dashboard tabs

Conversations Tab: Track the status and trends of conversations handled by your teams.
- View conversation totals by status, including open, snoozed, closed, and transferred conversations.
- Monitor trends over time and activity patterns in visual graphs.
- Review team-level data to manage workload distribution and efficiency.
Performance Tab: Evaluate team responsiveness and efficiency.
- Compare response and resolution times against service level agreements (SLAs).
- Track new and returning users to understand engagement.
- Review team-level performance to identify strengths and areas that need attention.
Agents Tab: Review individual agent activity and status.
- Check agent availability, including online, away, and offline statuses.
- Review metrics such as conversations handled, average response time, and resolution speed.
- Understand how each agent contributes to overall live chat performance.