Watch the live overview
See right now how many tickets are open, unassigned, waiting and past their SLA, who is available, and how today is going hour by hour.
Last updated 2 min read
The Live overview is the team's control room. It shows what needs attention right now and how today is going, and refreshes itself while it is open.
Before you start
- Who can do this: everyone.
- Plan: all plans.
Step by step
- Open Analytics. The Live overview opens first ("Right now, and today so far.").
- Read Right now:
- Open tickets;
- Waiting for us, with the longest wait;
- Unassigned ("Open with no owner", or "Everything has an owner");
- SLA breached ("Open tickets past target");
- Agents available.
- Read Today so far: Created today, Replied today, Closed today and First response today (median).
- Check Today by hour for the shape of the day.
- Read the Agents table: each agent's Status and open tickets.
What happens next
Leave the page open; it refreshes by itself. When "Nobody is waiting", the team is on top of things. When unassigned or waiting numbers climb, a lead can assign tickets or ask an Away agent to come back.
Using it during the day
| You see | Do this |
|---|---|
| Unassigned climbing | Check round robin is on and agents are Available |
| Long longest wait | Open the Waiting view and answer the oldest |
| SLA breached above zero | Work breached tickets first |
| Few agents available | Ask someone to switch from Away |
Today by hour
The chart shows tickets created, replied and closed for each hour so far today, in your workspace's time zone. When created bars stay taller than replied bars for a few hours, the backlog is growing; move someone onto replies until the bars level out.
Tips
- Put the live overview on a shared screen during sales.
- Check it at the start and end of each shift: anything unassigned or waiting at handover time should be picked up before people leave.
- Pair it with Busiest times to plan who is on shift. See Busiest times report.
- Agents' Status comes from Agent unavailability. See Set agent availability.
Troubleshooting
"No SLA policies yet"
Create policies in Workflows > SLAs. See Set SLA targets.
Agents available shows zero
Nobody is set to Available. Agents set themselves under Settings > Agent unavailability.
Today looks empty early in the morning
Today counts from midnight in your workspace's time zone. Check the time zone under Settings > Business hours.
Frequently asked questions
What does the Live overview show?
Two parts. Right now shows open tickets, tickets waiting for us, unassigned tickets, SLA breaches and agents available. Today so far shows tickets created, replied and closed today, the median first response today and a chart of today by hour, plus each agent's status and open tickets.
Does the Live overview update by itself?
Yes. While the page is open it refreshes on its own, so you can keep it on a second screen or a wall display during busy periods without pressing reload. Other reports update when you open them or change a filter.
What does Waiting for us mean?
Open tickets where the customer is waiting for your team, as opposed to tickets waiting on the customer. The card also shows the longest current wait, so a lead can spot a customer who has waited too long and jump in.
Why does SLA breached show No SLA policies yet?
Your workspace has no SLA policies, so nothing can be breached. Create policies under Workflows, SLAs to set reply and resolution targets. The card then counts open tickets past their target, labelled Open tickets past target, so leads can work the oldest ones first.
Does the live view use filters?
No. The live overview always shows the whole workspace right now and today, in your workspace's time zone. Use the other reports, such as Overview or Agents, to filter by channel, agent, team, tag and date range, or to look back at earlier days.
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Related articles
- Get started with AnalyticsA map of every Hushdesk report, from the live view of right now to agent, satisfaction, SLA and ticket insight reports, and how they share filters.
- Read the Overview reportThe Overview report shows tickets created, replied and closed, median first response and resolution, one-touch rate, satisfaction and how tickets closed.
- Set agent availability (Available, Away, Offline)Mark yourself or a teammate as Available, Away or Offline. Only Available agents receive auto-assigned tickets; others keep the tickets they have.
- Set SLA targets for reply and resolution timesCreate SLA policies for first reply and resolution, by channel, priority, tag or queue, counted in business hours or around the clock, and see breaches.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.