Overview and Reports
Overview summarizes your and your team’s day on a single page: assigned tasks, today’s metrics, hourly traffic, queue, and call reports. A separate section in the CRM…
On this page
Overview summarizes your and your team’s day on a single page: tasks assigned to you, today’s metrics, hourly traffic, queue, and call reports. There is no separate reports page in the CRM; each report is embedded within the screen where its data belongs.
- OverviewToday's Summary
- InboxConversations Assigned to You
- Team MembersTeam Member Performance Report
- BLE AIArtificial Intelligence Statistics
The "Overview" tab is visible to users with permission to view reports. Some cards on the page also require their own permissions; if you do not have the necessary permissions, those cards will not be displayed at all.
1. Top tab: Your Day
- Your name and connection status. When you are Idle or Invisible, it says "Offline" here.
- Open cases assigned to you: the number of open cases assigned to you; below each one, the date of the last activity on the oldest case.
- Pending Customers, Pending Requests, Closed Today, and Today's Responses.
- Unassigned: The number of calls waiting in the queue and how long the oldest one has been waiting. If there are any calls being handled by BLE AI, that number is also displayed.
- "Go to Inbox" opens the view of meetings assigned to you.
The card next to it contains four shortcuts: New Call, Inbox, Customers, and Phone.
2. Today
Four boxes are compared to the values from the same time yesterday: New Conversations, Closed, Average First Response (lower is better), and those resolved by BLE AI. The line below displays the day’s customer messages, team responses, and the number of conversations where AI was engaged; if sentiment analysis was performed, the number of negative sentiments is also shown.
3. Hourly Traffic and Queues
- Hour-by-hour calls: Calls received every hour today and yesterday are displayed side-by-side as bars. Bars for hours that haven’t yet arrived are not drawn. When you hover over a bar, the values for that hour are displayed, and the busiest hour of the day is shown below the graph.
- Current: Open, Unassigned, Awaiting Customer, In BLE AI, and Pending—the number of open conversations by channel (up to six channels).
4. Pending Requests, Team, Tasks, and Opportunities
- Pending Requests → Requests assigned to you or unassigned, sorted by most recent activity. The "Yours" or "Unassigned" label on the row indicates who it’s assigned to; clicking the row opens the request.
- Team → Number of people online and the number of open chats per person (up to six people). If you have team management permissions, click "Manage" to view team members.
- Tasks and Opportunities → Your open, overdue, and due-today tasks; open opportunities, their amounts, and this month’s earnings. If you do not have permission to view a task or opportunity, the corresponding section will not be visible.
5. Get started in just a few steps
Users with admin privileges will see a brief setup section at the bottom of the page for adding a chat to your website and connecting channels. Details: Initial Setup: A Step-by-Step Guide.
6. Call Report
The report at the bottom of the page is visible to users with permission to view reports.
- Select a tab — "Chats" covers conversations from the live chat window on your website, while "Requests" covers other conversations (email, contact forms, messaging channels, and manually opened conversations).
- Set the date range — Use the date picker on the right to change the range and compare it to the previous period.
- Review the results — At the top are the "New Conversations," "Total Agent Responses," "Average Agent Response Time," and "Closed on First Response" boxes; below are the new conversation graph, time to first response, conversations by tag, customer sentiment, and team member performance table.
Customer sentiment is measured based on the messages read by BLE AI; this graph will remain blank until BLE AI is active in your conversations.
7. Where are the other reports?
| Report | Where |
|---|---|
| Conversations (Requests / Chats) | The very bottom of the Overview |
| BLE AI Statistics | BLE AI › Get Started; detailed measurements in the BLE AI › Measurements folder |
| Team Member Performance | Team › Members |
| Campaign Performance | Campaigns page and each campaign’s individual page |
| Using Tags | Settings › Admin Area › Tags |
| Article performance and Help Center search | Help Center › Articles |
When you open old report links, the CRM redirects you to the relevant report on these screens.