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Real-Time Operation Management with the Management at a Glance Report

Last updated on Sep 02, 2026

The Management at a Glance report is a centralized dashboard that displays the current ticket traffic on the platform. The dynamic panel shows in real-time how many tickets are open, which agents are online, and how many tickets are assigned to each agent.

The goal of this screen is to make managing operations easier and simpler, including allowing immediate action where necessary.

How to access the Management at a Glance screen

To access the overview of reports, just click the reports button in the side tab and then select Management at a Glance.

Operation Overview (Conversations and Agents)

These are the first two rectangles on the screen, containing general information about tickets and agents.

Open Conversations

This panel shows four pieces of information about conversations:

  1. Open: The number of open conversations, which are the total conversations with status open.

  2. Unattended: The number of unattended conversations, meaning of open conversations, how many have the last message from the end customer.

  3. Unassigned: The number of messages assigned, meaning, of the number of open conversations, how many are without an agent assigned.

  4. Pending: Number of conversations moved to the Pending status by an agent. This status indicates that the support is waiting for a future action, internal validation, or completion of a step. The conversation remains pending until an agent changes the status back to Open.

  5. Deferred: Number of conversations moved to the Deferred status by an agent. Works similarly to Pending, with the difference that if the customer sends a new message while the conversation is Deferred, the ticket automatically returns to the Open status.

Agent Status

This panel shows three pieces of information about agents:

  1. Available: How many agents are available

  2. Occupied: How many agents are marked as busy, including custom busy statuses

  3. Disconnected: How many agents are disconnected or offline

Detailed View of the Team, Agent by Agent

In the Conversations by Agents table, the following information is displayed for each team member, enabling management of each individual. The goal here is to provide granular and quick info so team leadership can act swiftly.

Available information:

  • Agent Name and Email

  • Agent Status: shows the current status as Online, Offline, or Busy, as well as custom statuses if created.

  • Duration in Current Status: how long the agent has been in their current status (time counter). Seconds are not displayed.

  • Open: total number of conversations assigned and open with the agent at that moment.

  • Unattended: number of open conversations where the last message was from the end customer (probably waiting for a response from the agent)

  • Assignment Limit: the number of conversations defined for the individual agent. If a global limit is set for the account, it will not appear here.

  • Inbox Assignments: in which inboxes the agent is assigned.

  • Actions: available actions or quick info for easy access directly from the Management at a Glance panel.

We will delve into some of these in the sections below.

Details and Information on Displaying Agent Status

Each agent has a visible status in the table:

  • Online: The agent is active on the platform;

  • Offline: The agent is disconnected;

  • Busy: The agent has activated a busy status, such as In a meeting or Having lunch.

Administrators can configure custom busy statuses (like Having lunch or External meeting), which will be displayed directly in the table. For more info on custom statuses, visit this FAQ.

The table also displays a time counter indicating how long the agent has been in their current status, allowing monitoring of availability changes throughout the day.

⚠️ For agents with auto-offline enabled

Some agents use the Automatically go offline feature. For more info on this, visit this FAQ.

Listing Inboxes per Agent:

In the Agents Table, it also shows the inboxes each agent is linked to.

  • Up to 3 inboxes are shown directly in the row, with their names visible;

  • When an agent participates in more than 3 inboxes, a "See More" button appears, which can be clicked to view the full list.

Clicking "See More" opens a modal containing:

  • The full list of inboxes associated with the agent;

  • Details such as inbox name and identifying icons;

ACTION: Viewing All Assigned and Open Conversations of an Agent

Clicking the View Assigned Conversations button in the Action column opens a modal with the agent’s open conversations.

Upon opening, you can see:

  • All open conversations assigned to the agent

  • Details of the assigned conversations, such as Conversation ID, Inbox, and Contact Name

  • A "View Conversation" button, which opens a new tab and takes you directly to the conversation on the platform.

ACTION: Editing Agent Information

One common need for team leaders is quickly updating agent details.

To access this editing, just click the pencil-shaped button (✏️), located below the actions column.

Clicking the edit button allows you to modify that specific agent’s information.

The editable points are:

  • Agent Name

  • Agent Type: change access type to admin, supervisor, agent, or assistant

  • Availability: set agent as busy, available, or disconnected

  • Automatic assignment limit: set max number of concurrent conversations; leave blank to use global account limit.

  • Inbox Assignments: inboxes the agent is assigned to and can receive tickets from.

After making your changes, just click "Edit Agent" to save. To cancel, click the "Cancel" button.

How to Filter Data in the Management at a Glance Report

The Management at a Glance report can also be filtered using filters by team, inbox, agents, or status, allowing you to view only data related to your selected filter.

For example, to monitor the "sales" team, select the team name in the filter, and the panel will update to show only tickets related to that team. This makes it easier to track and manage workflow across large teams.

Note that the filter also applies to status data and conversations by agents.

⚠️ IMPORTANT: When you first open the report, the default view is filtered to show only ONLINE agents. This is the default setting for agent management.