Live View

The Live View screen provides a real-time summary of customer support activity for today only. It is designed to give you instant insights into how your live chat team is performing throughout the day.

This dashboard refreshes in real time and resets daily, ensuring you’re always seeing today’s data only.

What the Dashboard Shows

Total Completed Chat Sessions

Displays the total number of chat sessions that have been successfully completed today.

Example: If agents have finished 5 chat sessions today, this card will show 5.

Customers in Queue

Shows how many customers are currently waiting to be connected to an available agent.

Example: If 2 customers are waiting, this section will display 2.

Active Chat Sessions

Shows how many chat sessions are ongoing right now (i.e., accepted by agents and in progress).

Example: 3 means there are currently three active chats.

Satisfactory Chat Sessions

Shows the percentage of chats with positive feedback received from customers today.
Chats with no feedback are excluded from the calculation.

Example: If 3 chats received feedback and 2 were positive, the percentage will be 66%.

Online Agents

Below the summary cards, you’ll find a list of all agents with:

• Status: Online or Offline
• Current load: Number of active chats vs. their maximum allowed

Example: 2 / 5 Chat Sessions means the agent is handling 2 chats out of a max of 5.

This section helps identify:

• Which agents are currently online and available
• If any agent is close to their chat limit
• Whether there’s enough staff to manage the volume

Why Live View Matters

This screen is essential for team leads, admins, and support managers who need to:

• Monitor how the day is progressing
• Ensure customers aren’t waiting too long
• Manage staffing in real time
• Track satisfaction feedback
• Make fast, informed decisions

Example Use Case

Let’s say it’s 3:00 PM and you want to check how things are going today.

You open Live View and see:

• 4 completed chats
• 1 customer in queue
• 2 ongoing chat sessions
• 2 online agents
• 50% satisfaction rating

From this, you immediately know that one more agent might be needed to reduce wait time, and you may want to review why one customer left negative feedback.

This live dashboard is your real-time control panel for keeping support efficient, responsive, and customer-focused—all day long.