Dashboards
| Dashboard | Highlights |
|---|---|
| Summary | Conversations, resolution rate, messages, tickets, first response, SLA, CSAT, AI deflection, volume and channel mix |
| Inbox | Status counts, inbound vs outbound, per channel, per queue, dispositions, tags, hourly heatmap |
| Ticket | Backlog, created vs resolved, by status, priority, source and assignee, SLA outcomes |
| Orders & bookings | Orders and bookings taken, what is still open, completed, cancelled, awaiting payment, value, what is selling, and who is handling the most |
| Workforce Management | Agents online, active cases, global capacity utilisation, per-agent status, handled, replies, CSAT, online minutes, queues |
| AI | Runs, deflection, handover rate, confidence, latency, tool calls, per-agent table, suggested replies |
Who is handling the most
The Orders & bookings dashboard ranks people by how many orders they have touched in the period — one they took themselves, or one they moved along. An order that goes Placed → Confirmed → Packed → Shipped counts once for the person who moved it, not four times, so the board shows who is carrying the work rather than who clicks most.
Orders the AI agent took appear as their own row. For most shops the agent takes the majority of them, and leaving it out would make the board describe only a corner of the business.
Value
The Value tile adds up the orders whose total is written as a number, per currency, and tells you how many orders that came from and how many had no price. Totals are free text on purpose — "79,000" and "ask for a quote" are both real answers — so the ones without a number are reported separately instead of being counted as zero.
Custom dashboards
Click Custom dashboard, then add widgets: stat tiles, lines, bars, donuts and leaderboards from any platform metric (conversations, tickets, SLA, CSAT, agents, AI, orders). Widgets are sized small to full-width.
The period selector (today, 7, 30, 90 days) applies to every dashboard.