Workspace Overview

The Overview is the workspace's front page: live activity, the day's key numbers and the newest conversations, in one look.

At a glance

  • Five KPI tiles that follow the chosen range
  • Live-now counters for calls, chats, messages and tickets
  • Charts for volume, service level and speed of answer
  • The newest eight conversations, one click from their records
Workspace Overview

The metrics strip

Five tiles — conversations, satisfaction, resolved by AI, average duration and open tickets — re-read for the chosen range: Today, the last 7 or 30 days, or a custom pair of dates applied with one button.

Live now

A second strip counts what is running this instant — calls, active chats, messages and tickets — with inbound and outbound arrows beside each number.

The charts

Call Volume & Analytics plots totals, talk time and blended cost by week; Service Level and Speed of Answer ride beside it, each carrying its change against the previous period.

Feeds and quick actions

Agent Health scores each agent's recent conversations, Sentiment draws the tagged donut, Recent lists the newest eight conversations, and Quick Actions holds Make a Call, Add Knowledge and Invite a Teammate.

  1. Pick the rangeToday, Last 7 days and Last 30 days re-read every card below; the custom range asks for two dates.
  2. Read the stripFive tiles follow the range: conversations, satisfaction, resolved by AI, average duration and cost.
  3. Open a conversationEvery row in the Recent list opens that conversation's full transcript and recording.

Tip — The bell in the top bar updates live — new notifications appear without a refresh.

Good to know — Cost figures use the workspace currency chosen in Settings.