The Dashboard
The Dashboard is Atender’s home surface — the real-time pulse of your support operation. You open it to answer one question fast: how are we doing right now — today’s volume, what’s waiting, how quickly you’re responding, and who’s online handling it.
It covers the last 24 hours and refreshes live, which makes it the natural first screen of the day for supervisors and team leads.
What’s on it
The Dashboard has two tabs: Overview and Breakdown.
Overview
- Key metrics — four headline KPIs for the day: Touched today, Open Conversations, Avg First Response, and SLA Compliance. Hover the info icon next to any metric for its exact definition.
- Engagement — your open conversations split by lifecycle stage, plus median and p95 time-to-engagement.
- Queue snapshot — a realtime count of conversations waiting on a reply, grouped by channel.
- Live phone activity — current call activity, shown whenever phone is in scope. Historical phone breakdowns live under Analytics → Phone.
- Agent Status — a tile per agent showing who’s Available, On a call, or Offline, with per-channel presence (chat and phone), an active-conversation count, and how long they’ve been online. Search by name, or filter to All / Online / In Call / Offline.
- Channel Performance — active, total, and average response time per channel (email, chat, phone, SMS, WhatsApp, Messenger, and more).
- Top Agents — conversations handled, resolved, and average resolution time.
- Recent Activity — a live feed of what’s happening in the inbox.
- Hourly Volume Pattern — a bar chart of conversation volume across the 24 hours of the day.
- Top Topics, Popular Tags, and Tag Performance — what customers are contacting you about: topic counts with resolution and SLA rate, a tag cloud sized by frequency, and per-tag resolution times with a by-channel split.
Breakdown
A live matrix of conversation counts — Active (split into New, Pending, Engaged), Snoozed, Done, Alia, and Recent — broken down by channel, team, and agent. Most cells are deep links: click a number and you land in the inbox filtered to exactly those conversations.
Focusing the view
Click the filter icon (top right) to scope the whole Dashboard to specific teams, agents, or channels. Every card updates to match, and active filters show as pills next to the title. You can save a filter combination under a name and re-apply it with one click — useful when you supervise more than one team and switch between them.
The refresh button re-fetches everything on demand.
Dashboard vs. Analytics vs. Monitor
- Dashboard — “How are we doing right now?” — today’s pulse, at a glance
- Analytics — “What’s been happening, and why?” — historical, aggregated reporting with filters, AI Insights, and custom charts
- Monitor — “Which live conversations need my attention?” — supervising individual conversations as they happen
Start on the Dashboard; drill into Analytics when a number needs explaining, and into Monitor when a conversation needs intervening in.
Getting there
- Navigate to Dashboard in the app (the
/dashboardroute). - Open the command palette and choose Go to dashboard.
- Keyboard shortcut: press G, then H.
Agents whose role limits analytics access see a reduced Dashboard with just live phone activity and Agent Status.