Overview
Guides for the Overview area of your dashboard, your home metrics, conversations, the support queue, and the analytics dashboards.
The Overview section of your dashboard is where you read what is happening: your home metrics, every conversation, the live support queue, and the sentiment and predictive analytics dashboards.
- Use the Dashboard
- View Conversations
- Manage the Support Queue (Enterprise)
- Use Sentiment Analysis (Growth+)
- Use Predictive Analytics (Enterprise)
Use the Dashboard
Read your home Dashboard at a glance, today's conversation metrics, AI impact, trends over time, and recent chats.
View Conversations
Review your complete chat history, filter by date, status, and platform, and open any conversation to read the thread and its Information, Sentiment, Audit, and Profile tabs.
Manage Queue
Monitor customers waiting for an agent, agent availability, callbacks, and SLA performance in real time, and manage everything from one page.
View Sentiment Analysis
See how customers feel across their chats, track sentiment, CSAT, and resolution rate, read the correlation between resolution and sentiment, and act on individual conversations.