Contact Center Dashboard
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.
Real-Time Statistics
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.
Performance Overview
Below the cards you will find a performance panel with:
- Volume chart: Incoming vs. resolved conversations per hour.
- Channel distribution: Message proportion across email, chat, WhatsApp, and social media.
- Customer satisfaction: Average score based on post-conversation surveys.
- First response rate: Percentage of conversations answered within 5 minutes.
Online Agents
The agents section shows who is available and their current workload:
- Status: Online, busy, away
- Assigned conversations: Number of active threads per agent
- Average resolution time: Individual performance for the day
Automatic assignment
New conversations are automatically distributed among online agents using a load-balanced algorithm. You can manually reassign from the messaging inbox.
Actions from the Dashboard
From the dashboard you can:
- Monitor conversations: View active threads without intervening.
- Reassign: Move conversations between agents based on availability.
- Toggle AI: Enable or disable the AI assistant for specific channels.
- Export metrics: Download a daily summary in CSV format.
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.
Quick Navigation
| 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 |