Overview
Conversation volume, response times, resolution rate and channel mix at a glance.
The Overview tab is the daily health check: how much is coming in, how fast it is being answered, and how much of it is getting finished.
Quick Stats
| Stat | Meaning |
|---|---|
| New Conversations | Tickets opened in the period |
| Active Chats | Conversations currently live |
| Agents Online | Team members available right now |
| Avg Response Time | How long customers wait for a first reply |
| Resolution Rate | Share of conversations that reached a resolved outcome |
Conversation Trends
A chart of conversation volume over the period. Use it to find your peaks — the days and weeks when demand spikes — and to check that staffing follows them.
Response Time Pattern
Average response time across the hours of the day.
This is the most operationally useful chart in Analytics: it shows exactly when customers wait longest, which is usually a rota problem rather than a performance problem.
Channel Distribution
Where conversations come from — WhatsApp, Instagram, and any other connected channel.
Use it to decide where to invest. A channel producing a tenth of your volume rarely deserves half your attention.
Resolved Conversation Stats
How conversations ended, drawn from the outcome chosen when each ticket was closed.
These numbers are only as honest as your closing habits. If agents close everything as Resolved regardless of what happened, this chart tells you nothing. See Closing & Reopening.
Reading the Overview Well
- Rising volume with a stable response time is a team keeping up
- Stable volume with a rising response time is a staffing or process problem
- A high resolution rate with a rising reopen count usually means tickets are being closed too early
- Check the response-time pattern before adding people — the fix is often the rota