The Overview is the first tab of Inbox → Reports. Unlike the other tabs it shows the present, not a past period: what is waiting, who is available and how today is going. Supervisors keep it open, or put it on a wall screen.
Open Inbox, then Reports. You need permission to view reports.
Four questions, four bands
The Overview is organised as four bands, worst problems first.
What needs attention right now?
A row of tiles counts the conversations that need someone:
| Tile | Counts |
|---|---|
| Breached | Conversations past an SLA deadline and still open. |
| At risk | Conversations inside the SLA warning lead. |
| Unassigned | Conversations nobody holds yet. |
| Unattended | Assigned conversations with no first reply yet. |
| Oldest wait | The longest unanswered conversation. |
A line also tells you how many queues have work and nobody online: "Queues with work and nobody online: 2". When nothing needs attention a tile reads Clear.
Each tile opens the Inbox already filtered to the conversations it counted, for example Open the desk, overdue first, if you can see conversations. For everyone else the tiles are figures only. When a team or channel filter is on, the Inbox list can't carry it, and the tile says so: "The desk list cannot filter by team or channel."
Who is here, and which queue is struggling?
Who is here counts agents who are Online, Busy or Offline. Online agents can take the next conversation; busy ones are at capacity. Teams show on one line each, with agents online, open and unattended. Open the Teams tab goes to the full report.
Queues is the same board as the Queues tab: open, unassigned, unattended and breached conversations, and agents online. A stripe marks a queue with a breach, or with waiting work and nobody online.
How is today going?
Four tiles compare today so far with a typical day of the same weekday, the average of the last four: Conversations so far, Median first response, SLA hit rate and CSAT score. The bar is today, the tick is typical, and the green tick is the target. For Median first response it's your SLA policy's first-response target, for SLA hit rate a fixed 95%, and for CSAT score a fixed 80%. If it's too early to judge you see "Too few today to judge", and if there's no earlier matching weekday, "No earlier Sunday to compare with yet."
When will it get busy?
A heat map of incoming conversations by weekday and hour over the last four weeks, with today's row and the current hour marked. A line under it names the next peak, for example "Next peak around 14:00 (about 6 conversations an hour)", or the quietest window after now.
Is it live?
A pill above the board says how fresh the numbers are:
- Live · updated 12s ago — the board updates by itself the moment a conversation or an agent changes.
- Polling every 15s — the live connection is down, so it checks for changes on a timer.
- Stale · last updated 2m ago — it couldn't refresh, so the figures may be out of date. Tiles keep showing the previous figures.
Wallboard
Select Wallboard to show the first two bands full screen, auto-refreshing, for a wall display. Select Go full screen if your browser needs it, and press Esc or Exit wallboard to leave. The wallboard keeps the filters you had.
Filter the Overview
The Overview has no date range, because it describes now. You can narrow it by Queue, Team and Channel from Filter. Agent and label filters aren't offered here. See Report filters and export.
Some figures need a newer backend than your workspace has and show "Needs a newer backend" instead of a number.