Real Time Dashboard

Overview

The Real-Time Dashboard provides managers with an intuitive and customizable view of key organizational metrics. Through flexible widgets, users can easily monitor relevant data on conversations and agent performance. This dashboard is designed to provide continuous access to actionable insights, enabling data-driven decision-making and effective management at a glance.

This guide will walk you through the different sections, customization options, and best practices to maximize the dashboard’s impact on your day-to-day management.

Key Features

• Customizable Widgets: Tailor your dashboard to focus on the data most relevant to your team’s goals.

• Real-Time Data: Access up-to-the-minute information on conversations and agent activities.

• Tooltip-rich Interface: Hover over the widget’s components for additional details about each item.
  

• Flexible Views: Filter the displayed content based on the relevant teams and/or channels.

• Business Hours: Click the clock icon to focus on either business-hour activity or full-time access, depending on your needs.

  • Conversation during Business Hours
  • Conversation during All Hours

• View only relevant conversations:

  • All conversations are included
  • Assigned conversations only
  • Unassigned conversations only
    
    

Key Considerations

• Every conversation is counted only once, including those that were closed and then reopened.
• Business Hours for the day are set at the Organization settings and the Business Hours module. The Dashboard reflects the current business hours selection.
• Statuses can have a time limit (in minutes) set for the agents at the Agents Status section of the Settings sidebar menu.
  
  When all agents are within the time limit of that status, the number and background will be blue. When one or more of the agents exceed the set time limit, the indication will be colored red.
• Voice channels are not calculated in the KPIs averages with other communication types (for example, Agent Load).

The Board’s Components

SLA

The Service Level Agreement section displays current SLA breaches and the accumulated number of breached conversations for the current day.

a) The initial SLA time starts counting from the moment a conversation is in an open status until a human agent responds.

KPI Functionality:

1. When a conversation is in an Open status — either started by a customer or after exiting an AI Agent — it appears in the Conversation Prior to SLA Breach KPI.
2. If an agent doesn’t respond within the set SLA, the conversation is considered breached. A breached conversation moves to the Initial SLA Breach KPI (and the Conversation Prior to SLA Breach KPI goes back down).
3. Once an agent responds, the conversation is removed from the Initial SLA Breach KPI, and the breach is recorded in the Daily Initial SLA Breaches KPI.

b) Secondary SLA is defined as the time from the last message received from the customer until the agent's response.

KPI Functionality:

1. After the customer’s message is received, the conversation will be counted in the Conversation Prior to Secondary SLA Breach KPI.
2. If an agent doesn’t respond within the set SLA, the conversation is considered breached. It then moves to the Secondary SLA Breach KPI.
3. Once an agent responds, the conversation is removed from the Secondary SLA Breach KPI, and the breach is recorded in the Daily Secondary SLA Breaches KPI.

c) Drill down:
Click on the colored number to see a detailed list of SLA breaches. You can click on the linked customer name to open the actual conversion.

Note: The Initial SLA Breach KPI records the SLA breaches that happened today (the agent responded too late), which includes conversations that started yesterday or earlier.

d) Viewing options (click on the desired icon):

• Conversation during Business Hours
• Conversation during All Hours
• View only relevant conversations:
  • All conversations are included
  • Assigned conversations only
  • Unassigned conversations only

Conversation Status

Conversation Status displays the current status of all conversations.

Only relevant statuses will be shown (to save the need to scroll down). The bottom section displays the closing statuses for today’s closed conversations.

Drill down:

Clicking on a colored status will display a list of conversations currently with that status, divided into daily categories.

Clicking on a customer’s name will open that conversation in the inbox.

Viewing options (click on the desired icon):

• Conversation during Business Hours
• Conversation during All Hours
• View only relevant conversations:
  • All conversations are included
  • Assigned conversations only
  • Unassigned conversations only
    
    
    

Agent Status

The Agent Status section displays the current status of all agents.

• Agent statuses are created at Settings > Agent Status (sidebar menu)

• Statuses can have a time limit (in minutes) set for the agents. When all agents are within the time limit of that status, the number and background are blue. When one or more of the agents exceed the time limit, the number and background are red.

• Clicking on a status will open a list of relevant agents, including the duration each agent spent in that status.
  

• Use the up and down arrows to reverse the order of displayed statuses.

• Use the drop-down menu to select only the Statuses you want to see.
  

Today’s Conversations

This section records all the conversations created today.
At any time, you can click on a number in each category to see the details of the relevant conversations. Note that average values may appear higher than expected when a small number of conversations have unusually high values.

Total Conversations – Records all conversations that started today, including those that closed today. Displayed data is based on the display icon at the top corner (All Hours - from midnight to 23:59; or within the Business Hours set for today).

The statuses listed include all relevant non-closing statuses.

• Open
• Forwarded
• Returned
• In Process
• Scheduled
• Followup
• Automated
• Sent
• Pending

Current AI Agent Conversations – Listing conversations currently in automation and the average time served by the AI Agent.

Awaiting Assignment to an Agent – Listing total conversations not yet assigned to an agent and the average time waiting for assignment.

Awaiting Initial Response – Listing conversations waiting for the First Response from the assigned agent, along with the average waiting time.

Awaiting Second Response – Listing conversations waiting for the agent to respond to the customer’s message, and the average time from assignment to closing the conversation.

Closed Today – Records conversations that closed today, in the Resolved, Irrelevant, Delete, and Archive statuses, regardless of when they started. Note that only relevant closing statuses are listed.

All Conversations

This section displays information about all currently active conversations, regardless of their start time. Note that average values may appear higher than expected when a small number of conversations have unusually high values.

Total Conversations – Records conversations based on the display icon at the top corner (All Hours - from midnight to 23:59; or within the Business Hours set for today).

The statuses listed encompass all conversations relevant to the organization. Excluded statuses include the Irrelevant, Archive, and Delete statuses. When applicable, click More to view the complete list.

• Open
• Resolved
• Forwarded
• Returned
• In Process
• Scheduled
• Followup
• Automated
• Sent
• Pending

Current AI Agent Conversations – Listing conversations currently in automation and the average time served by the AI Agent.
Awaiting Assignment to an Agent – Listing total conversations not yet assigned to an agent and the average time waiting for assignment.
Awaiting Initial Response – Listing conversations waiting for First Response from the assigned agent and the average waiting time.
Awaiting Second Response – Listing conversations waiting for the agent to respond to the customer’s message, and the average time from assignment to closing the conversation.
Closed Today – Records conversations closed today (regardless of when they started) in the Resolved, Irrelevant, Deleted, and Archived statuses. Note that only relevant statuses are listed.

Channels

This section displays the data based on the communication channels.

• View channels and subchannels for each communication type by clicking the arrow next to the category.

• Agents are grouped by their statuses and are counted when they have permission to the channel/subchannel (or team).

• Use the channel filter at the top of the board to limit the view to specific channels.

• Use the columns icon in the top corner to show only the information you want to display.
  

• Hover over a column header to sort the data in descending or ascending order. Click a third time to clear the sorting.
  

Agents

This section displays data related to each agent.

• Change the agent's status by selecting a new one.
  

• Click on the agent’s name to view all conversations assigned to them.

• Under the agent’s name are the different teams to which this agent belongs. When the agent is associated with more than one team, you can hover over the encircled number to see the rest of the list.
  

• When hovering over the agent’s listings, icons appear that are linked to the agent’s assigned conversations, the Permissions dialog box (for agents who are not admins), and the agent’s Attendance Report.
  

• Use the columns icon at the top corner to add/remove the displayed information.
  

• Hover over a column header to sort the data in descending or ascending order. Click a third time to clear the sorting.
  

Additional KPIs

A. First & Secondary Response

This KPI measures the Average First and Secondary responses.
Average First Response for today: Average time from Open status till first response by a human agent.
Average Secondary Response for today: Average time from the last message of the customer until the agent responded.
Best practice: Calculating averages based solely on business hours provides a more accurate reflection of agents’ performance, excluding customer activity that occurs after hours.

B. Response and Closure

This KPI represents the customer journey by averaging two key intervals: the time the customer waits for the first response and the time it takes the agent to resolve the issue and close the conversation.
Average First Response for today: Average time from Open status till first response by a human agent.
Average Closing Time for today: Average time from First Response to closing in Resolved / Irrelevant status.
Best practice: Calculating averages based on all hours provides a more accurate representation of agent performance, showing how long it actually took customers to have their issues resolved.

C. Dropouts & Dropout Time

This KPI counts customers dropping out of chat conversations.
Average time is measured from Open status (not including time with AI Agent) to dropping out before reaching the First Respond status.

D. Unassigned & No First Response

This KPI displays current conversations with Open or In process statuses, which have not been assigned to an agent, and/or for which no first response occurred.

Drill down:
Clicking on the number will display a list of conversations currently in that state, divided into daily categories.
Select the relevant day and click on the customer’s name to open the conversation.

E. Longest Waiting Time for First Response

These KPIs display the current asynchronous and synchronous conversations with the longest wait time for first response.

Clicking on the time displays a dialog box with information on that conversation. Click on the customer’s name to open the conversation.

The business hours display option shows the longest conversation that started within the business hours.

Note: Conversations with extreme KPI values are included in the averages, which can distort the overall picture and the insights you’re trying to derive. These conversations should be closed.

F. CSAT

This KPI represents the daily average Customer Satisfaction score, independent of when the survey was sent.

G. Agent Load

This KPI measures the average agent load. Higher percentages indicate busier agents with more calls, chats, tickets, etc., being handled. Lower percentages indicate more idle time, or more time spent in non-core tasks.

Note: Each agent has individual case load limits defined by the organization in the Permissions section, except for voice conversations, whose assignment limit is configured only in the Voice channel’s General Settings (default: 1 conversation per agent).

Calculation of Average Agent Load
We’ll use an example to demonstrate the calculation:

Avg Agents Load:
Total of Avg. Agent Load of all agents divided by the number of agents

H. Today’s Summary

New Customers – Recorded today
Total Customers – Serviced today, including those served by AI Agent
Transferred from AI Agent to Agent - both directions will be counted
Closed by AI Agent – Total conversations that were closed today by the AI agent
Daily Conversation – Total conversation started today, not including those by the AI Agent

Note: The Business Hours view limits all KPIs to conversations and customers that started from the beginning of today’s business day.

Rearranging the Display

You can personalize the board based on your needs by clicking the Edit Widgets button at the top, selecting only the information you want to display.

Drag & drop the widgets to different locations to rearrange the board to your liking.

Click the Finish Editing button at the top to lock in your changes.

Views

You can have more than one view of the Real Time Dashboard, enabling the display of different sections on different screens at the same time.

To Add a View

1. Click on the plus sign at the top of the screen.
   

2. Select the desired view:
   

   Default view – Will display all KPIs in their original format to enable minor changes easily
   Blank view – Will display only the KPIs you select using the Edit Widgets menu.
   Based on a shared view – Will enable you to select Views created by others that were shared.
   

3. Click on the desired option followed by Open View.

Note: The agents using the shared view cannot edit the widgets or the participating teams/channels. They can only view data related to channels they have permission to access.

Viewing Actions

Right-click on the desired view will open available actions:

Duplicate – Will open a new view of the current board.
Note: When duplicating a view, the new view is not shared automatically.
Rename – Enables you to rename the View.
Pin view – Will pin this view as the first to open.
Share view – Allow other agents with permissions to view this board.

• Users can drill down into conversations and change statuses.
• Viewing agents cannot edit the widget, including assigned/unassigned agents, Business Hours/All Hours views, or participating teams/channels.
• Data will be filtered to display only the channels that the other agents have permission to view.
• Click Unshare view to revoke access for others.

Reset to default view – Cancel all changes made to this view.
Close – Will delete this view.

Data Limits

You can limit the overall data used in the board by selecting specific Teams and/or channels that will be used with the KPI.

For example, you can create a WhatsApp board view, concentrating only on the agents working with WhatsApp conversations.

You can also create a board that will only evaluate just the Sales teams, ignoring all other parts of the organization.

Teams are created and managed in the Organization section of the Settings page. Channels are created and managed in the communication section of the Settings page.

Permissions

To view the Real Time Dashboard, permission must be granted in the General section of the permission list.
Agents can only view data related to channels they have permission to access.