Support Portal provides a real-time operational dashboard through the Overview Report. Unlike historical reports that aggregate data over selected date ranges, the Overview Report reflects the current state of the workspace — active conversations, agent availability, and traffic patterns — updated continuously as conditions change.
Operational objective
The Overview Report serves as a live monitoring surface for day-to-day operations. It answers questions that arise during active service delivery:
- How many conversations are open and awaiting attention right now?
- Which agents are online, and how is workload distributed across the team?
- What are the peak traffic periods over the past week?
In environments where real-time awareness drives operational decisions — such as a telecom network operations center monitoring subscriber inquiries, or a government service desk tracking citizen request volume during a policy rollout — the Overview Report provides the visibility required to allocate resources and maintain service levels.
Accessing the Overview Report
Navigate to Reports > Overview. The report loads with live data and refreshes automatically without requiring a manual reload.
The report is organized into four sections, each providing a different dimension of operational visibility.
Active conversation metrics
The top section of the report displays a summary of conversations currently in progress across the workspace. Three counters provide an immediate read on queue health:
| Metric | What it represents |
|---|---|
| Open | Conversations that have been assigned to an agent and are actively being handled. |
| Unattended | Conversations that are assigned but have not received a recent agent response. These may require follow-up or reassignment. |
| Unassigned | Conversations that have entered the system but have not yet been routed to any agent. A persistent count here may indicate a gap in assignment rules or insufficient agent capacity. |
These counters are particularly useful during shift transitions. A telecom operations lead reviewing the dashboard at the start of a shift can immediately identify how many unattended conversations need re-engagement and how many unassigned conversations require routing before service levels are affected.
Agent availability
The agent status section displays a real-time count of agents grouped by their current availability setting:
| Status | Meaning |
|---|---|
| Online | Agents actively available and accepting new conversations. |
| Busy | Agents who have set their status to busy — typically handling complex interactions or performing tasks that prevent them from taking new assignments. |
| Offline | Agents who are not currently signed in or have set themselves to offline. |
For organizations operating under defined staffing requirements — such as a government contact center that must maintain a minimum number of available agents during published service hours — this section provides continuous confirmation that staffing thresholds are being met.
Conversation traffic heatmap
The traffic heatmap visualizes conversation volume by hour of day across the previous seven days. Each cell in the grid represents one hour, with color intensity indicating the relative volume of conversations received during that period. Hovering over a cell reveals the exact count.
This visualization helps operations teams identify recurring traffic patterns. A telecom operator might observe that subscriber inquiries consistently peak between 18:00 and 21:00, enabling proactive scheduling of additional agents during those hours. Similarly, a government institution preparing for a seasonal filing deadline can use the heatmap to validate whether anticipated volume increases have materialized and adjust staffing accordingly.
The heatmap is read-only and cannot be filtered by inbox or team. For more granular historical analysis, see Conversation Metrics.
Agent activity panel
The lower section of the Overview Report lists individual agents alongside their current conversation counts. This table provides a breakdown of how workload is distributed at any given moment.
Operations supervisors can use this panel to identify agents who may be overloaded relative to their peers, or to verify that round-robin assignment is distributing conversations evenly. If a specific agent shows a significantly higher count, it may indicate that certain routing policies or manual assignment practices are creating an imbalance that needs correction.
Using the Overview Report operationally
The Overview Report is most effective when treated as a monitoring surface rather than an analytical tool. It answers "what is happening now" rather than "what happened over time." Consider incorporating it into operational routines:
- Shift handover — Review open, unattended, and unassigned counts to ensure nothing is left without coverage during the transition.
- Real-time staffing adjustments — Monitor agent availability against conversation volume and reassign agents between teams or inboxes as demand shifts.
- Incident awareness — A sudden spike in open or unassigned conversations may signal a service disruption, billing cycle event, or public-facing system outage generating inbound contacts.
For historical trend analysis and performance measurement, the platform provides dedicated reports with configurable date ranges. See Conversation Metrics for detailed reporting on resolution times, response metrics, and agent productivity.