Overview
The Live Overview is Conversa Labs' real-time monitoring screen. Unlike the historical reports (which you filter by a date range), it shows the state of your operation right now: how many conversations are open, how many are still unanswered, how many have no owner yet, and how many agents are available at this moment.
The numbers refresh on their own every minute, with no need to reload the page. It's the ideal screen to keep open on a team wallboard or to watch during peak hours. For analyzing past periods, use the historical reports (Conversations, Agents, Teams, etc.).
Prerequisites
- An active Conversa Labs account and a user with permission to view Reports (typically administrators; agents may have access depending on the access role).
- Agents set up on the account so the status (online/busy/offline) is meaningful.
- For the heatmaps to show data, there must be conversation history in the selected period.
Step by step
- In the left sidebar, open Reports.
- Select Overview.
- Read the live counters at the top (conversations and agent status).
- Scroll down to see the traffic heatmaps and the per-agent and per-team conversation tables.
- Leave the screen open: the numbers update automatically every minute.
Settings & options
- Conversations (live counters): four real-time counters:
- Open: total conversations with an open status.
- Unattended: open conversations that have not yet received an agent reply.
- Unassigned: open conversations with no agent in charge.
- Pending: conversations with a pending status (awaiting action/follow-up).
- Filter by team: when you have teams, a selector lets you narrow the conversation counters to a specific team (or view all of them).
- Agent status: real-time count of agents that are online, busy and offline.
- Conversation heatmap and Resolution heatmap: show traffic by day of week and hour, helping you spot peak times. Each heatmap has its own period selector and a CSV download button. The calculation respects your browser's time zone.
- Conversations by agent (live): a table with the open/unattended/unassigned counters per agent, updated in real time.
- Conversations by team (live): the same view aggregated by support team.
Use cases
- Staffing: see, in real time, whether there are enough agents online for the volume of open conversations.
- SLA risk: watch the unattended and unassigned conversations to act before response deadlines are missed.
- Backlog: quickly spot a pile-up of conversations with no owner and redistribute them.
- Peak planning: use the heatmaps to find the busiest hours and adjust schedules and shifts.
Tips, limits & best practices
- The screen refreshes automatically every minute — no need to reload.
- The live counters have no date selector: they always reflect the current state. Only the heatmap has a period selector.
- Download the heatmap CSV to plan shifts and rosters based on real peak hours.
- Keep this screen on a team monitor during business hours for continuous tracking.
Troubleshooting
- The heatmap is empty: check the period selected on the heatmap itself — there may be no conversations in the chosen range.
- The numbers look stuck: the refresh happens every minute; wait for the cycle or reload the page. If the tab sat in the background for a long time, reopen the Reports screen.
- An agent shows as offline: the status reflects real-time availability — the agent may be disconnected or have their status set to busy/offline.
- I can't see the Reports menu: your access role may lack permission — talk to an administrator.