Live Dashboard
The Live dashboard shows what's happening in your inbox at this moment: how many conversations are open, how many customers are waiting for a reply and for how long, what nobody has picked up yet, which first replies are late, and which agents are online with how much work each one has. Team leads use it to spot queues building up and move work before customers wait too long. It refreshes itself every 30 seconds.
Before you begin
- You need the See reports permission. See Reports overview.
- If your role can only see your own team's conversations, the dashboard counts only the conversations you have access to.
How to open the Live dashboard
- Go to Reports.
- Select the Live tab.
There's no date range on this tab: it always shows the current moment. The header shows Right now and Updates every 30 seconds.
Reports › Live
The Live tab with the "Right now" heading and "Updates every 30 seconds", the five figures Open (with "… pending"), Waiting for a reply (with "Longest: …"), Unassigned, First reply overdue and Agents online ("of …"), and below them the Agents table and the Open by channel card.
File: screenshots/live-dashboard-page.png
The figures
| Figure | What it counts |
|---|---|
| Open | Conversations with the status Open. The number of pending conversations is shown below it. |
| Waiting for a reply | Open or pending conversations where the last message came from the customer. Longest shows how long the longest-waiting customer has been waiting. |
| Unassigned | Open or pending conversations without an assignee. |
| First reply overdue | Conversations that haven't had a first reply yet and are past their channel's first response target. |
| Agents online | Teammates whose status is Online, out of all agents. |
Click any figure to see it broken down by agent or by channel, with a link to the matching view in the Inbox.
Agents
The Agents table lists every agent with their availability (Online, Away or Offline), their Open conversations and how many of those are Waiting for a reply. Click an agent to see their load in detail.
Use it to balance work: if one agent has many waiting conversations while others are online with few, reassign some. See Assigning conversations.
Reports › Live › Agents and Open by channel cards
The Agents table with five agents, their Online/Away/Offline status and Open and Waiting counts, next to the "Open by channel" list showing each channel with "… · … waiting", and the "Open unassigned conversations" link.
File: screenshots/live-dashboard-agents.png
Open by channel
The Open by channel card shows how many conversations are open on each channel and how many of them are waiting. When nothing is open, it shows "Nothing open right now." Click Open unassigned conversations to go straight to the Inbox's unassigned view and pick them up.
FAQ and troubleshooting
How often does the dashboard update?
Every 30 seconds, as long as the tab is open. You don't need to reload the page.
An agent is working but shows as Away or Offline
The dashboard uses each teammate's own status. Ask them to set themselves to Online. See Search and availability.
Why does First reply overdue show 0 when customers are clearly waiting?
What you can do:
- Check that the channels have a first response target. Without one, conversations are never counted as overdue.
- Look at Waiting for a reply: it counts every customer waiting, whether or not they've had a first reply.
Can I see live numbers for tickets?
Use the SLA breached and Due soon views on the Tickets page. See SLA policies.