Live dashboard

Problem The Live Dashboard shows open conversations per teammate, but doesn't indicate how many of those are in 'Waiting' status, making it hard to assess actual workload. Request Add ability to filter the Live Dashboard by individual teammate and...

Request Display upcoming SLA breach warnings in the Live Dashboard. This helps teams proactively identify conversations at risk of missing SLA targets.

Problem Teams with large conversation backlogs lack visibility into how long conversations have been unresolved. Request Track and display the age of unresolved conversations, including average age and volume breakdowns by duration (1 day, 2 days,...

Request Add tag filtering capability to the live dashboard for better visibility into conversation categories.

Problem In the Live Dashboard, ticketing inboxes do not show separate counts for snoozed versus non-snoozed waiting conversations, unlike non-ticketing inboxes. Request Show separate counts for snoozed and non-snoozed waiting conversations in all ...

Problem The live dashboard's "assigned by teammate" widget shows team members' full assignment counts across all inboxes, even when other widgets are filtered by specific inboxes, making the numbers misleading. Request Filter the "assigned by team...

Request Add account filtering to the Live Dashboard to view activity and status for specific customers.

Problem The dashboard shows assigned conversations per agent, but doesn't show message volume; since agents do work in other systems too, assigned conversations don't accurately reflect workload. Request Add a dashboard metric to display sent mess...

Problem Admins assign workload based on assigned conversations in the live dashboard, but this dashboard is not accessible on the mobile app. Request Make the live dashboard available on the mobile application so workload can be assigned on the go.

Request Create an API endpoint to access Live Dashboard metrics programmatically for custom integrations.