Live dashboard metrics glossary
Overview
Workload metrics are available in the Analytics Live dashboard. These metrics help you track your team’s volume of conversations and identify your oldest conversations in real time.
Definitions
Metric | Definition |
Open | Track the volume of conversations your team has to work on. This is the total number of conversations currently open, including both assigned and unassigned conversations. |
Unassigned | Track the volume of conversations that haven’t been assigned yet. This is the total number of conversations currently open and unassigned. |
Oldest open | Identify the oldest conversation. This is the longest time an open conversation has been without any new messages (inbound or outbound). |
Waiting | Track the volume of conversations where your team is waiting on more information from your customers or other teams. |