Analytics
Dashboards
| Dashboard | Highlights |
|---|---|
| Summary | Conversations, resolution rate, messages, tickets, first response, SLA, CSAT, AI deflection, volume and channel mix |
| Inbox | Status counts, inbound vs outbound, per channel, per queue, dispositions, tags, hourly heatmap |
| Ticket | Backlog, created vs resolved, by status, priority, source and assignee, SLA outcomes |
| Workforce Management | Agents online, active cases, global capacity utilisation, per-agent status, handled, replies, CSAT, online minutes, queues |
| AI | Runs, deflection, handover rate, confidence, latency, tool calls, per-agent table, suggested replies |
Custom dashboards
Click Custom dashboard, then add widgets: stat tiles, lines, bars, donuts and leaderboards from any platform metric (conversations, tickets, SLA, CSAT, agents, AI). Widgets are sized small to full-width.
The period selector (today, 7, 30, 90 days) applies to every dashboard.