Dashboard
The Dashboard is the first page you see when you open a Resool workspace. It gives you a live summary of your customer conversations: how many are open, assigned and unassigned in each lifecycle stage, which teammates are online, how fast your team replies, and how many conversations were opened and closed recently. Managers use it to spot what needs attention, and agents use it to see their own workload and reply time.
Before you begin
- Open the Dashboard from Dashboard at the top of the left navigation.
- Each card shows only when your role allows it. For example, the Team members card needs permission to view reports, and the Conversations card needs permission to view the inbox. See Roles and permissions.
What you see on the Dashboard
At the top right you see when the data was last updated ("Last updated just now"), the workspace Time Zone, and the Refresh button. Click Refresh to reload every card.
Dashboard
The full Dashboard with demo data: the Lifecycle row with three or four stages, the Conversations and Team members cards side by side, the Reply time card and the Conversations chart below. "Last updated just now", the time zone and the Refresh button visible at the top right.
File: screenshots/dashboard-overview.png
Finish setting up
New workspaces show the Finish setting up checklist at the top until every step is done or you close it. See Getting started with Resool.
Lifecycle
The Lifecycle row has a card for each lifecycle stage. Each card shows the Open conversations, Pending conversations and Unassigned conversations for contacts in that stage, plus the Contacts in this stage and the Change over the last 7 days. Admins see a Lifecycle settings shortcut to change the stages. See Lifecycle stages.
Conversations
The Conversations card lists open conversations with the contact, the assignee and how long each one has been open (Open for). Switch between the tabs:
- Open: every contact with an open conversation.
- Assigned: open conversations assigned to a teammate.
- Unassigned: open conversations nobody has picked up yet.
Click a conversation to open it in the Inbox, or click View all messages. People who can only see their own team's conversations see the Open tab only.
Team members
The Team members card shows each teammate's status (Online, Away or Offline), since when, and how many conversations are assigned to them. Filter by status with All statuses and by team with All teams. Click View all users to open the member list.
Dashboard › Team members card
The Team members card with five or six members, coloured status dots, "Since…" times for online members, the "Assigned to 4 conversations" counts, and the All statuses and All teams filters.
File: screenshots/dashboard-team-members.png
Reply time
The Reply time card shows how long customers wait for a reply. Pick the period: Today, Last 7 days, Last 30 days or Last 90 days.
- Average wait and Typical wait, and how many replies were sent Within your first-response target.
- Replies: how many replies were counted.
- By agent: each teammate's reply count and the share on time. Your own average is shown as Your average.
If you can only see your own work, the card is called My reply time and shows only your replies. When business hours are set, only time inside business hours counts toward the wait (Business hours only). Otherwise every minute counts (All hours (no business hours set)).
Dashboard › Reply time card
The Reply time card with "Last 7 days" selected, Average wait, Typical wait, the "Within 15 min" percentage, Replies, and the By agent list with three agents.
File: screenshots/dashboard-reply-time.png
Conversations opened and closed
A chart compares conversations Opened and Closed each day. Pick Last 7 days, Last 14 days, Last 30 days or Last 90 days. Click View all reports for more detail. See Conversation reports.
Merge Suggestions
When two contacts look like the same person (same email or phone number), Merge Suggestions lists them. Click Merge to combine them, or Hide suggestion to dismiss it. See Merging contacts.
Upcoming Broadcasts
Upcoming Broadcasts lists scheduled broadcasts so you know what's going out. Click View all broadcasts to open Broadcasts. See Broadcasts overview.
My work
People who can't see the inbox or reports (for example, members who only work on tickets or tasks) see My work instead: their open tickets and the tasks due today. When there's nothing, you see "You're all caught up".
Notes and limitations
- Numbers use the workspace time zone, which you can change in
Settings › Workspace. - Merge Suggestions and Upcoming Broadcasts appear only when there's something to show.
- Upcoming Broadcasts needs a plan that includes WhatsApp campaigns.
- The Dashboard is also available in the mobile app.
FAQ and troubleshooting
Why don't I see some cards?
Cards depend on your role. For example, without permission to view reports you won't see Team members or the opened vs closed chart. Ask a workspace Owner or Admin if you need access.
Why does a teammate show as Offline when they chose Online?
A teammate who chose Online but has no Resool tab or app open shows as Offline. See Search and availability.
How is reply time calculated?
It's the time between a customer's message and your team's reply. When business hours are set, time outside them doesn't count.
Is the Dashboard the same as the Live report?
No. The Dashboard is a summary for everyone. The Live report in Reports shows what's happening right now in more detail. See Live dashboard.