Dashboard

Use the dashboard to view the list of chats that are awaiting an agent’s reply. The dashboard helps identify any waiting customers in the queue.

The dashboard contains the following tabs:

• Conversations

• Workforce

Conversations

You can view the open conversations count under the Conversations tab. The open conversation count is the total count of chats that are in the Queue, Active, and On Hold status of a particular team. You can view each status on its own card to see the specific chat count for that status. You can click on each of these cards to view the details of the chats under the selected status.

The Active status card groups chats into those waiting for agent responses and those waiting for customer responses.

Based on the status card selection, you can view chat details such as chat ID, customer ID, priority, agent ID, average response time, handle time, and last updated on.