Operations Dashboard
Monitor active conversations, priority work, team workload, resolution performance, and recent customer activity.
What the Dashboard Shows
The operations dashboard gives owners and administrators a workspace-wide view of current support activity. It combines live workload with seven-day performance and customer-activity summaries.
Workspace Overview
The top row summarizes the current conversation queue.
| Metric | Meaning |
|---|---|
| Open | Active conversations currently marked Open |
| Pending | Active conversations waiting on a customer or another dependency |
| Unassigned | Active Open or Pending conversations without an assignee |
| Resolved today | Conversations moved to Resolved during the current day |
| Unread | Conversations not yet marked as read |
The unassigned metric also shows the percentage of active conversations that do not have an owner.
Priority Inbox
The Priority inbox surfaces conversations that are unread, unassigned, or have been waiting the longest. Each row includes the status, preview, agent or channel, assignee, and latest activity.
Use it to:
- Open a conversation that needs context
- Assign a conversation without leaving the dashboard
- Find unattended work before reviewing the complete inbox
Learn about assignment workflow →
Team Workload
Team workload shows how active work is distributed. The unassigned row represents conversations that have not yet been routed. Member rows show each person's Open, Pending, and resolved-this-week counts.
Use workload as a routing signal
Workload counts describe the current queue; they do not measure complexity. Open the conversation before reassigning work when urgency or specialist knowledge matters.
Resolution Performance
Resolution performance compares the most recent seven days with the previous seven days.
| Measure | What it tells you |
|---|---|
| Median resolution time | The middle resolution duration for completed work |
| Resolution rate | The share of eligible conversations marked Resolved |
| Resolved conversations | How many conversations were resolved in the period |
Trend badges and daily sparklines show how each measure changed between periods.
Resolution reporting depends on consistent status updates. If completed work remains Open or Pending, these numbers will understate performance.
Customer Activity
The customer-activity section reports:
- New contacts captured during the last seven days
- Form submissions received during the last seven days
- Form submissions still marked New and awaiting review
Use the links in each card to open Contacts or Form Submissions.
Dashboard Access
The dashboard is available to workspace owners and administrators. Responders and reviewers work from My Conversations and do not receive the management dashboard in their navigation.
Daily Review Routine
Check the Queue
Review unread and unassigned counts, then scan the Priority inbox for the longest-waiting conversations.
Balance Work
Use Team workload to identify uneven assignments. Open important conversations before changing ownership.
Review Outcomes
Check resolution performance for unexpected changes and confirm completed conversations are being marked Resolved consistently.
Follow Up on Customer Activity
Open new contacts and review form submissions that are still marked New.
Last updated: August 7, 2026