The real-time dashboard monitors volume across teams, and measures productivity, allowing Managers to make better real-time management decisions.

Access

The real-time dashboard can be accessed from a new section in the Inbox tab > ‘Dashboard’.

Please note: This feature is only available on specific pricing plans.

Permission

The real-time dashboard has its own permission setting. Admins can control who has access to the dashboard from the permission settings page for roles or individual teammates.

You can control who has access to the dashboard from the Teammates page:

Feature structure

The feature is split into two main sections - Inboxes and Teammates, allowing managers to decide what they want to monitor at any given time. The two tabs have similar structure.

Inboxes summary card:

By default, the top 2 inboxes with the highest numbers of unassigned conversations are shown.

Teammates summary card:

By default, the team with the highest number of unassigned conversations is displayed first.

Refresh rate

For optimum performance, SLA and CSAT only update every 15 mins. All other metrics auto refresh every 60 seconds while this is your active browser tab.

At all other times, in the same place there’s information on how often the dashboard will refresh:

Global dashboard settings

From the top right corner, teammates can control their metrics view using the global dashboard settings:

The configurable metrics are:

Setting

Default value

The type of aggregation used to calculate First Response Time - can be one of min/max/average/median

Median

The idle threshold - or the time after which a conversation with no reply sent or received is considered idle - starts from 1 second

30 minutes

Whether to include bot time when calculating the First Response Time metric or not

Bot time not included

Please note: Any change to this affects both the ‘Inboxes’, and the ‘Teammates’ tabs, as well as the summary cards.

Tab-specific settings

Filter

Description

Default value

Inboxes and views filter (Inboxes tab only)

The inboxes/views to calculate metrics for in the Inboxes tab

The inbox with the highest number of open conversations at the time

Teams filter (Teammates tab only)

The inboxes (teams) to calculate metrics for in the Teammates tab

The first team for the app

Teammates filter (Teammates tab only)

The teammates to calculate metrics for in the Teammates tab

None

Timeframe filter

The time limit to apply to some of the metrics (e.g. we only calculate the number of closed conversations over the selected timeframe) - see metric description tables below for more information

8 hours for both tabs

Visible columns

Determines the columns visible in the dashboard for the selected teams/teammates

All for both tabs

Full screen mode

Enables full-screen mode for the selected tab

Disabled

Summary cards

The summary cards contain the aggregated values for all selected Inboxes/Teammates in the dashboard:

  • Dashboard - Inboxes view:

  • Dashboard - Teammates view:

Monitoring inboxes & views

To monitor Inboxes & views, teammates can view the ‘Inboxes’ tab in the dashboard. The available metrics are:

Metric

Available for

Description

Active teammates

Inboxes

Total number of teammates who are members of the inbox and currently have their status set to “Active”

Unassigned

Inboxes, Views

Number of conversations, assigned to the inbox, or meeting the view criteria, but not yet assigned to a teammate

Waiting for first reply

Inboxes, Views

Number of conversations, assigned to the inbox, or meeting the view criteria, that have not received any replies from a teammate

Total open

Inboxes, Views

Total number of conversations, assigned to the inbox, or meeting the view criteria, regardless of teammate assigned

Idle

Inboxes, Views

The number of open conversations assigned to the inbox, or meeting the view criteria, that haven’t received any replies (from teammate or customer) in the configured idle threshold. A conversation has to have received at least one reply from a teammate to be included.

Snoozed

Inboxes, Views

The number of conversations, assigned to the inbox, or meeting the view criteria, that are currently snoozed, regardless of teammate assignee

Longest waiting for any reply

Inboxes, Views

The longest time an open conversation, assigned to the inbox, or meeting the view criteria, that is currently waiting for any reply from a teammate

SLA Miss rate

Inboxes, Views

The % of conversations, assigned to the inbox, or part of the view criteria, that have missed their latest SLA target. The exact number of conversations is shown in brackets next to the percentage value

First response time

Inboxes, Views

An aggregation of the time it took a teammate to send a first reply to conversations assigned to the selected team in the selected timeframe (aggregation is configurable in the global settings)

Closed

Inboxes, Views

The number of conversations, assigned to the inbox, or meeting the view criteria, that have been closed in the selected timeframe

Satisfaction (😀 or 🤩)

Inboxes, Views

% of conversations that have received a 4 or 5 star rating that are assigned to the inbox, or meeting the view criteria, during the selected timeframe

Supervising teammates

To monitor Inboxes & views, teammates can view the ‘Teammates’ tab in the dashboard. The available metrics are:

Metric

Description

Status

Current status of the selected teammate (one of Active. Away, Away & Reassigning)

Time on status

The length of time an agent has been on their current status (Active, Away, or Away and reassigning)

Total active

Total time a teammate’s status has been set to Active within the selected timeframe

First online

Time when the admin was first seen as Active after a long period of inactivity.

Last seen

The time when an agent was last detected viewing Intercom in the browser

Open

The number of conversations assigned to a teammate that are currently open, regardless of team assignee

Idle

The number of conversations assigned to the teammate that haven’t received any replies (from teammate or customer) in the configured idle threshold

Snoozed

The number of conversations assigned to the teammate that are currently snoozed, regardless of team assignee

Workload

The ratio of open conversations assigned to the teammate over their assignment limit

Participated

The number of conversations a teammate has replied to in the selected timeframe (does not include “notes”)

Closed

The number of conversations assigned to a teammate that have been closed in the selected timeframe

First response time

An aggregation over the time it took for the teammate to send a first reply to conversations assigned to them in the selected timeframe (aggregation is configurable in the global settings)

Satisfaction (😀 or 🤩)

% of conversations that have received a 4 or 5 star rating that are assigned to the teammate during the selected timeframe

Metrics drilldown

A drilldown drawer is available for most metrics, making it possible for teammates to see the exact conversations that are counted towards the metric. To access this feature, teammates can click on the value in the dashboard they are interested in.

Conversations in the drilldown drawer are further split into appropriate sections:

Tab

Metric

Drilldown

Both

Idle conversations

Idle conversations can either be waiting for a teammate reply, or waiting for a customer reply:

Both

First response time

The first response time metric is split into three categories:

  • Conversations that received a first reply between 0 and 5m

  • Conversations that received a first reply between 5m-30m

  • Conversations that received a first reply after 30min

Both

CSAT

The CSAT metric is split into the relevant review emojis:

Inboxes

Active teammates

Active teammates gives more information about the teammates with a given status (time on status and total active):

The same information is available in the teammates tab, when filtering by the same teammates.

Inboxes

Waiting for first reply

The waiting for first reply metric is split into three categories:

  • Conversations that have been waiting for a first reply between 0 and 5m

  • Conversations that have been waiting for a first reply between 5m-30m

  • Conversations that have been waiting for a first reply after 30min

Inboxes

SLA Miss Rate

The SLA miss rate metric is broken down into conversations that missed the first response time, and conversations that missed the next response time SLA:

For all other metrics, we only display the total number of conversations, counted towards these statistics, as well as a list of relevant conversations:

Descriptive away statuses

You can choose a reason for your Away status out of the seven listed options. That information is surfaced both in the Teammates card:

And in the ‘Active teammates’ metric:

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