Conversation Overview Dashboard
What's this for?
This is your operational command center. While the Executive Summary tells you "how you're doing," this dashboard tells you "what's actually happening" with all the details you need to take action.
Who should look at this?
- Team Managers: Your daily go-to for understanding workload and performance patterns
- Supervisors: Use this to make staffing decisions and spot operational issues
- CX Heads: Drill down here when the Executive Summary shows problems
When to check it:
- Multiple times daily: Monitor real-time volume and response times
- Before scheduling: Use the activity heatmap to plan staff schedules
- When metrics look off: Dig into channel breakdowns to find the root cause
- Weekly planning: Analyze conversation topics and tags to identify training needs
What to look for:
- Which channels are busiest and need more attention?
- What time of day do we get slammed?
- What topics are customers asking about most?
- Are certain channels performing worse than others?
Red flags:
- One channel suddenly getting way more volume
- Peak hours shifting without explanation
- New conversation topics appearing frequently (might indicate product issues)
- Big gaps between new conversations and agent responses
Pro tip:
Use the tags and topics breakdown to spot emerging issues before they become major problems. If you see "shipping delays" conversations spiking, alert the ops team immediately.
This dashboard answers: "What exactly is happening and where?"