Using the live agent dashboard - Insights

The Insights tab allows you to view summaries and metrics of conversations. 

This section provides a breakdown, including:

• Request responses by agent: See how many responses each agent has handled.
• Tickets by category: View the distribution of tickets across different categories.
• Average number of tickets created by day of week: Identify trends in ticket creation based on the day of the week.
• Average conversation duration: Analyze the average length of conversations.