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Monitoring your team’s workload and capacity
Monitoring your team’s workload and capacity

Use the real-time dashboard to monitor your most important metrics in one place.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Support managers are consistently keeping track of conversation volume, capacity, and team performance. Reliable, up-to-date information is crucial to keep the team running smoothly and efficiently. With the real-time dashboard, you can monitor your most important metrics in one place.


The real-time dashboard in the Inbox

The Dashboard has a dedicated tab for monitoring your various team inboxes. It covers metrics like active teammates, unassigned conversation, conversations waiting for a first reply, total open, idle, and snoozed conversations.

In addition, it includes performance metrics like SLA miss rate, first response time, closed conversations, and CSAT.

Navigate to the "Teammates" tab for a quick overview of individual teammates availability, capacity, and performance.

Here, you can see each teammate’s status, away reason, time on status, and last seen. In addition, you’ll find metrics like number of open, snoozed, and idle conversations per teammates, their workload, number of conversations they participated in or closed, response time, and CSAT.

Check this article for a deeper dive in all metrics and features in the real-time dashboard.


Team inboxes popover

Hover over a team’s name in the inbox to see:

  • Number of teammates who belong to the team inboxes.

  • Number of active teammates who belong to the team inbox.

  • A list of all active and away teammates sorted by the number of open conversations assigned (descending).

When a team inbox is using balanced assignment, you can also see:

  • The number of active teammates at capacity.

  • When a teammate is at capacity, their number of open conversations turns red.

The team inbox popover also shows combined totals of conversations and tickets, as well as separate breakdowns for conversations only, and for tickets only.


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