Overview
The daily health check — what is waiting right now, conversation and delivery tiles, the daily charts and where to look first.
Overview is the first view in Analytics: how your conversations and WhatsApp messages are doing, and what needs your attention first.
See What Is Waiting Right Now
The Right now card at the top carries a pulsing Live badge and the note "Not affected by the date range". Its counts are as of this moment:
| Count | Meaning |
|---|---|
| Unassigned | Tickets nobody owns yet. Always counts every team — with a team picked, it says All teams underneath |
| In progress | Tickets that have an owner and are still open |
| Agents online | Members online now, out of everyone, e.g. 4 / 9 |
| Resolved to date | Tickets resolved so far, with the change in resolved rate against last week in points |
The team filter narrows In progress, Agents online and Resolved to date.
Read the Conversation Tiles
The Conversations tiles cover the range you picked. Each shows its change "vs previous period" — the same length of time just before your range — coloured green when the move is good news.
| Tile | Meaning |
|---|---|
| Conversations | Tickets in the range |
| First response | Average time to the first reply of any kind — "Any reply, including automations" |
| Agent response | Average time to the first reply from a person — "First reply from a person" |
| Resolution rate | Share of tickets that reached a resolved outcome. Its change is in points |
First response and Agent response differ whenever chatbots or automations answer first. A fast First response with a slow Agent response means customers get an instant automated reply and then wait for a person.
A tile with no replies to measure reads No replies yet.
Read the Delivery Tiles
The WhatsApp delivery tiles are the same four that open Messages: Messages sent, Delivered (as a percentage, with the count underneath), Failed (with its share of sent) and Avg delivery time. They follow the Channel type filter.
The Charts
| Chart | Shows |
|---|---|
| Resolved per day | Tickets closed or resolved each day |
| Open conversations | Tickets still waiting on a resolution at the end of each day |
| Response time | Average first response, by the day the ticket started — or by hour for Today and Yesterday |
| Delivery trend | Outbound WhatsApp messages per day (or per hour), delivered against failed |
Use Response time to find the hours or days when customers wait longest. That is usually a rota problem rather than a performance problem.
Find Where to Look First
Needs attention, at the foot of the page, picks out the worst of the range:
| List | What it picks | Click a row to open |
|---|---|---|
| Slowest first response | The three agents with the slowest average first response | That agent's page |
| Highest template failure rate | The three templates with the highest failure rate, among templates sent at least 20 times | Messages |
When nothing qualifies, it reads "Nothing stands out".
Read the Overview Well
| Pattern | Likely meaning |
|---|---|
| Rising Conversations, steady Agent response | The team is keeping up |
| Steady volume, rising Agent response | A staffing or process problem |
| Unassigned climbing during the day | Nobody is picking up new tickets — check Agents online |
| High Resolution rate, rising Open conversations | Tickets are arriving faster than they are finished |
Resolution rate is only as honest as your closing habits. If agents close everything as Resolved regardless of what happened, it tells you nothing. See Closing & Reopening.
Related Pages
- Conversations → Agents
- Messages
- Analytics Overview — the filter bar and PDF reports