The main contact center dashboard at /contact-center gives you a real-time view of all customer communication activity. Here you can monitor your team's performance and make immediate operational decisions.
At the top of the dashboard you will find cards with key metrics that update automatically:
| Metric | Description |
|---|---|
| Active conversations | Number of conversation threads currently open |
| Average response time | Mean time for an agent to reply to a new message |
| Resolved today | Total conversations successfully closed during the day |
| AI-assisted | Conversations where the AI assistant participated in the response |
| Agents online | Number of agents available to handle messages |
Tip
Metrics refresh every 30 seconds. If you need historical data, check the SLA reports.
Below the cards you will find a performance panel with:
The agents section shows who is available and their current workload:
Automatic assignment
New conversations are automatically distributed among online agents using a load-balanced algorithm. You can manually reassign from the messaging inbox.
From the dashboard you can:
SLA alerts
When a conversation exceeds the configured maximum response time, a visual alert will appear on the dashboard. Configure thresholds from the contact center settings section.
| Section | Path | Purpose |
|---|---|---|
| Messaging Inbox | /contact-center/inbox | Manage conversations |
| AI Assistant | /contact-center/ai-assistant | Configure automated responses |
| Chat Widget | /contact-center/widget | Customize the widget on your store |