Overview
The Overview page is your starting point for understanding the health of your support operations. It provides a high-level summary of ticket volume, response times, customer satisfaction, and agent activity.
KPI Cards
The top of the page shows key performance indicators at a glance. Each card displays the current value, a trend arrow, and the percentage change compared to the previous period.
Open Backlog
What it shows | The number of tickets currently in "Open" status |
What is counted | All tickets created within the selected date range that are still open |
Trend | Compared to the previous period of equal length |
CSAT Score
What it shows | The average customer satisfaction rating on a 1–5 scale |
What is counted | All CSAT survey responses submitted for tickets in the selected period |
How it's calculated | Average of all submitted satisfaction scores |
Trend | Compared to the previous period |
Average First Response Time (Avg FRT)
What it shows | The average time from the last customer message to the first human agent response |
What is counted | All tickets created in the selected period that received at least one human agent response |
How it's calculated | Average of the business hours elapsed between the last customer message and the first human agent reply |
Trend | Compared to the previous period |
Important details about FRT:
Business hours are respected. Time outside your configured business hours is excluded. If no business hours are configured, calendar time (24/7) is used.
Holidays are supported. Special business hours (holidays, closures) configured for your organization are taken into account.
Only human agent replies count. Auto-replies, AI-generated messages, and workflow messages do not count as the first response.
The timer starts from the last customer message, not ticket creation. If a customer sends multiple messages before an agent responds, the timer starts from the most recent one.
For more details, see How Metrics Are Calculated.
Average Resolution Time (Avg ART)
What it shows | The average active handling time from ticket creation to resolution |
What is counted | All tickets created in the selected period that have been resolved or closed |
How it's calculated | Business hours from ticket creation to resolution, minus the time your team was waiting for the customer to reply |
Trend | Compared to the previous period |
Important details about ART:
Business hours are respected. Time outside your configured business hours is excluded. If no business hours are configured, calendar time (24/7) is used.
Holidays are supported. Special business hours and closures are taken into account.
Customer wait time is subtracted. The time between an agent sending a message and the customer replying is excluded. ART reflects active handling time, not total elapsed time.
Only the latest resolution counts. If a ticket is reopened and resolved multiple times, only the most recent resolution cycle is used.
For more details, see How Metrics Are Calculated.
Total Messages
What it shows | Total number of messages exchanged in the period |
Breakdown | Inbound — Messages from customers |
Outbound (Human) — Messages sent by human agents (excludes auto-replies) | |
Outbound (AI) — Messages sent by AI agents or automated flows | |
Trend | Each category compared to the previous period |
Note: Auto-reply messages are not attributed to any agent and are excluded from the human agent message count. They are included in the overall total only.
Charts
Ticket Volume
A time-series chart showing the number of tickets created per day within the selected period. Use this to spot spikes in incoming ticket volume.
Volume by Channel
A multi-line chart showing ticket volume over time, broken down by channel (Email, WhatsApp, Voice, Instagram, etc.). Each channel is displayed as a separate line, making it easy to see which channels are driving the most volume.
Status Distribution
A breakdown of tickets in the selected period by their current status:
Status | Description |
|---|---|
New | Total tickets created in the period |
Open | Tickets currently in "Open" status |
On Hold | Tickets in "On Hold" or "Need More Info" status |
Resolved | Tickets that have been resolved or closed |
Each status shows a count, percentage of total, and trend comparison to the previous period.
Channel Distribution
Shows the top 5 channels by ticket volume, with the count and percentage of total tickets for each channel.
Top Tags
What it shows | The 10 most frequently used tags on tickets |
What is counted | Distinct tickets tagged with each tag, within the selected period |
Trend | Each tag count compared to the previous period |
Top Agents Table
A leaderboard of agent performance showing a summary for each agent:
Column | Description |
|---|---|
Agent | Agent name |
Assigned | Number of tickets assigned to this agent |
Resolved | Number of tickets resolved by this agent |
Reopened | Number of tickets that were reopened after being resolved |
Avg FRT | Average first response time for tickets where this agent was the first responder |
Avg ART | Average resolution time for tickets resolved by this agent |
For full agent performance details including attribution modes, see Agent Performance Dashboard.
Messages Drilldown
Clicking on the Total Messages KPI card opens a detailed drilldown showing per-ticket message breakdowns:
Inbound — Customer messages per ticket
Agent — Human agent messages per ticket
AI — AI-generated messages per ticket
The drilldown supports infinite scroll pagination, so you can browse through all tickets in the period.
What's Next?
AI Analytics Dashboard — See how AI is performing in your workflow.
Ticket Performance - Status — Deep dive into ticket statuses.
Agent Performance Dashboard — Track individual agent productivity.