The Conversations Overview report provides a consolidated view of all conversations across your support channels—spanning live agents and AI assistants. This report helps you monitor volume, resolution status, workload distribution, and engagement patterns over time. Use this report to understand how conversations are flowing across your team, where delays or backlogs may exist, and how different channels are performing. It’s especially useful for operations managers, support leads, or platform admins who need visibility into the overall performance of the conversation layer.

​
Metrics in this Report

​
1. Total Conversations

Total number of conversations across all channels in the selected period.

​
2. Resolved Conversations

Conversations marked as resolved or completed successfully.

​
3. Unassigned Conversations

Conversations that have not been routed to any agent or queue.

​
4. In Progress Conversations

Ongoing conversations still being handled—either by AI or human agents.

​
5. Conversations Replied To

Total number of conversations that received at least one response.

​
6. Waiting on Customer Conversations

Conversations where the system or agent is waiting for a reply from the customer.

​
7. Average Handle Time

The average duration from start to resolution for conversations during the selected period.

​
Charts on this Report

All charts in this report automatically display data for the last 6 months if no specific time range is selected. The time breakdown of each chart—such as daily, weekly, or monthly—is controlled by the “Group data by” filter. Charts dynamically update based on the applied filters (e.g., channel, direction, CSAT score), ensuring that the visualizations reflect only the relevant subset of data.
  • In Progress (Agent vs AI) A pie chart showing whether active conversations are handled by human agents or AI.
  • Conversations per Channel Breakdown of conversations by channel—Call, Chat, WhatsApp, Message, Omni—displayed as a pie chart.
  • Conversations per State Shows the proportion of conversations in various states: Resolved, In Progress, Waiting on Customer, New, or Transferred.
  • Conversation Volume A line chart tracking total conversation volume month-over-month, helping you spot spikes or seasonal dips.
  • Resolved vs Unresolved This dual-line chart shows how many conversations were successfully resolved versus those left unresolved across time.
  • Conversations by State A stacked bar chart showing counts for different conversation states over each month—great for visualizing backlog and throughput.
  • Conversations by Channel Stacked bar chart tracking volume across channels monthly, useful for spotting growth or decline in usage per channel.

​
Filters

You can customize the report using multiple filters at the top:
  • Date Range: Choose from predefined ranges (e.g., this week, last month) or select custom dates.
  • Group Data By: View trends aggregated by Hour, Day, Week, Month, or Year.
  • Channel: Filter by conversation channel—Call, Chat, WhatsApp, etc.
  • Direction: Choose inbound or outbound conversations.
  • CSAT Score: Focus on conversations with specific satisfaction scores.
  • Status: Filter by conversation status like Resolved, Waiting, or In Progress.

​
Export Options

Every chart in this report can be downloaded in one of the following formats:
  • CSV: Raw tabular data as comma-separated values.
  • XLSX: Spreadsheet format, suitable for Excel or Google Sheets.
  • Image (PNG): A static visual snapshot of the current chart view.