Dashboard

Complete reference for the Dashboard — the page you land on after signing in, at /dashboard.

Nothing is configured here. It is a read-only summary of chat and call activity, and the single most useful thing to understand about it is that the numbers are deliberately different from the ones on the analytics pages in the same sidebar section. This page explains each figure precisely enough that a discrepancy stops being alarming.

The Dashboard section is this page — reached from Dashboard → Overview — plus every analytics page under it. The analytics used to be a separate Insights section; they moved here so the summary and the detail behind it sit one click apart, and they are documented in the Insights guide.

For the short version, use the Quick Start.

Which dashboard you get#

The page branches on your organization role before rendering anything.

Owners, admins, and editors see an identical page — there is no further role-conditional content within it. Agents and supervisors never see the workspace tiles, the chat and call summaries, recent calls, or the quick actions.

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The greeting and the activity chart#

The header shows a Today pill, Welcome back, {your first name} — first name only, taken from your profile — and Here's a quick look at chat and call activity across your organization.

Beneath that, Today's activity is a single number with a Sessions + calls pill. It is exactly what it says: chat sessions plus calls, for one day. It is not a rolling total, and it is not the same as any tile below it.

The bar chart to the right plots the last 7 days, one bar per day, each bar being that day's sessions plus calls. The busiest day in the window is filled dark and labelled with its value. The chart is hidden on narrow screens, so on a laptop at a small window size you will see the number without the chart.

The four tiles#

All four cover the last 30 days and say so underneath.

Avg Satisfaction has two sources and prefers the first: the average customer rating left on direct support messages, and, only if there are none, the average satisfaction rating recorded on chat conversations. The two are matched on different dates — a support rating counts on the day it was given, a conversation rating on the day the conversation started. It is rounded to one decimal place. A workspace with no ratings at all reads 0/5, which means "nothing to average", not "everyone was unhappy".

Chat Summary#

Covers the last 7 days. View all goes to /analytics, which is Dashboard → Analytics Overview — the entry directly below this page in the sidebar.

Two of these are easy to misread.

Visitors is the sum of each day's unique visitor count, not the number of unique people across the week. Someone who chats on Monday, Wednesday and Friday counts three times. Treat it as "visitor-days", and use Analytics Overview if you need a true unique count.

CSAT is the latest day with a non-zero score, not an average of the week. One good rating yesterday will show a high number even after a poor week.

The area chart below the metrics plots daily sessions.

Call Summary#

Also the last 7 days. View all goes to /call.

Failed is narrower than most people expect. A call that went unanswered, hit a busy signal, or was cancelled is not counted here — only a call the telephony provider marked as failed. If you are chasing unanswered calls, the call logs in AI Calls are the right place, not this tile.

Avg Duration divides by every call, including the failed and zero-length ones, so a run of failures pulls the average down even though the connected calls were normal length.

Recent Calls#

Latest activity from your call widgets. Five rows, newest first, and no date window at all — these are the five most recent calls in the workspace however old they are. A call shown here may well fall outside the seven days the Call Summary above is counting.

Each row shows an inbound or outbound arrow, the other party's number (or Unknown), the call widget's name (or Untitled widget) with a relative timestamp, a status pill, and the duration. Rows are not clickable; use View all.

Before your first call the panel reads No calls yet — Activity will appear here once your call widgets are live.

Quick actions#

Three cards at the bottom.

The Knowledge Base card is the only one that changes: with no knowledge bases it switches to Create Knowledge Base, which is the correct first move in a new workspace.

The agent and supervisor dashboards#

Agents and supervisors get a four-card personal summary instead.

The supervisor version is the same four cards with different colours and the heading Welcome back, Supervisor {first name}!. It shows the supervisor's own numbers, not their team's — which surprises people who expect an oversight view. Team-wide figures live on Dashboard → Agent Analytics and the supervisor CRM analytics page.

These two dashboards refresh themselves every 60 seconds. The main dashboard does not.

Refresh, timezone, and errors#

There is no refresh button. The workspace dashboard loads once when you open it and does not poll. To get fresh numbers, navigate away and back, or reload the page.

Every window on this page is measured in UTC, not your organization's timezone. If your workspace runs in, say, Sydney or Los Angeles, "today" here starts and ends at UTC midnight, so late-evening or early-morning activity can land on a different day than you would expect. The one part of the product that does honour the organization timezone is Dashboard → Call Centre, which is another reason its numbers differ.

The agent and supervisor dashboards use the server's local day boundaries, which is a third convention again.

If the data fails to load you get a toast, and the page renders with zeros rather than an error screen — so a page full of zeros can mean either an empty workspace or a failed load. Reload before concluding anything.

Why a number here differs from the analytics pages#

This comes up constantly — more so now that both are in the same sidebar section — and every cause is legitimate.

If you need one authoritative number for a report, take it from the analytics pages with the date range set explicitly. Treat this page as a glance, not a source.

Troubleshooting#

Related#

• Dashboard quick start
• Insights — the analytics pages under this section, which these tiles summarise
• Start here — first-run setup
• AI Calls — the call logs behind Recent Calls
• Chat — the widgets behind the session counts