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).
Combined totals for conversations and tickets, as well as separate breakdowns for each.
Understand teammate workload numbers
When you hover over a team name in the inbox using balanced assignment, you’ll see a ratio in the style Inbox capacity / Teammate capacity (e.g., 5 / 8).
The first number reflects the current inbox assignment total (how many conversations are assigned from this inbox).
The second number reflects the teammate’s total capacity across all inboxes.
If either the inbox capacity or teammate capacity is exceeded, that number will display in red to indicate the breach.
Pro tip: This ratio helps you identify if a teammate is busy with conversations from other teams, even if they have low volume in the current team inbox you are viewing.
Teammate limits
The teammate limit is always respected to prevent burnout and ensure quality support. No new assignments will be made from a team inbox if a teammate is at their total capacity.
When a team inbox uses balanced assignment, the popover provides additional capacity insights:
You will see a summary of how many teammates are currently at capacity
When a teammate hits their assignment limit, their number of open conversations will turn red in the list.
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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