Live analytics
Use the Live analytics dashboard to monitor live conversation activity in your contact center. The dashboard shows real-time distribution of conversations by status, reply times, and agent assignment.
- Data labeled Today covers the period from 12:00 AM to 11:59 PM.
- Data labeled Now reflects live updates every 10 seconds.
To see the live analytics:
- Log in (opens in a new tab) to your Infobip account.
- Go to Conversations → Analytics → Live analytics.
Conversations
The Conversations metrics section includes:
- Open and assigned: All open conversations with assigned agents.
- Open and unassigned: All open conversations without assigned agents.
- Closed: All closed conversations.
Queues
The Queue metrics section includes:
- Queue name: Name of the queue.
- Open and assigned: Number of open conversations with assigned agents.
- Open and unassigned: Number of open conversations without assigned agents.
- Set to waiting: Conversations waiting for an agent’s response.
- Agent statuses: Distribution of agents in the Available, Busy, and Away status groups.
- Closed conversations: Total number of closed conversations in the queue.
You can customize the column layout by selecting Arrange columns. Drag and drop items to reorder, include, or exclude columns as needed.
Agents
The Agents metrics section includes:
- Agent name: Name of the agent.
- Status: Current availability status of the agent.
- Time in status: Duration the agent has been in the current status.
- Current workload: Number of active conversations the agent is handling compared to their maximum workload limit.
You can customize the column layout by selecting Arrange columns. Drag and drop items to reorder, include, or exclude columns as needed.