Given you are an admin or supervisor, once you log into your Freshchat account, you will be able to see the Dashboard icon on the left pane(topmost icon). On clicking this icon, you will be taken to Dashboard page which will give you a visual summary of your conversation trends for the day, including performance metrics like response and resolution times along with conversation volume for the current day. 

Using the real-time dashboard, you can get insights on: 

  • Conversation Status(unassigned, assigned, and assigned & not replied)

  • Conversation Volume(number of incoming conversation today vs last week for each hour of the day, incoming conversations vs resolved conversations for every hour of the day, and resolution label trends)

  • Performance Metrics trends(average/ mean/ 90th percentile for First Response Time, Response Time and Resolution Time)

  • Customer Satisfaction Rating

  • Team Availability(Online, Active on Intelliassign)

  • Team Performance: For each member, you can track- first response time, response time, resolution time, resolved conversations, messages sent and conversations assigned

On the Dashboard, you will be able to view the number of incoming conversations on a given day. You can also see hourly comparisons for:

  • Incoming conversations volume today vs the volume on the same day last week

  • Incoming conversations vs the resolved conversations for the current day. This will help you identity workload and roadblocks and allocate resources accordingly.