> For the complete documentation index, see [llms.txt](https://docs-conversational-ai.syntphony.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs-conversational-ai.syntphony.com/syntphony-live-agent-console/supervisor-workspace/index-1.md).

# Dashboard

Comprehensive analytics interface for monitoring operational performance.

## Purpose

Provide supervisors and operations teams with team-level and agent-level analytics to monitor service quality and efficiency.

## Who this is for

Supervisors, operations managers, and administrators.

## Prerequisites

* Conversations are routed through configured sources.
* Teams and agents are active in the selected time range.

## Feature overview

* Statistics: View current team/agent data and active chat count.
* Performance Metrics: Track key indicators like response time and resolution rates.
* Teams Performance: Team performance visualization with detailed per-agent metrics in that specific team.
* Agent Metrics Tab: Dedicated list and detail screens for agent aggregated metrics.
* Time-based Analysis: Filter metrics by different time periods (hour, day, week, month).
* Data Export: Extract reports for further analysis.
* Customer Satisfaction: Monitor user ratings and feedback.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-61ef869c4247e0e44d43885634cc522265189401%2Fnew_dashboard_teams.png?alt=media" alt=""><figcaption></figcaption></figure>

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-84d514b38c5a52192083112e55f523f20c40b286%2Fnew_dashboard_agents.png?alt=media" alt=""><figcaption></figcaption></figure>

## Dashboard views

The dashboard layout is optimized to improve information density and make key indicators visible without additional navigation.

### Team metrics view

Displays an overview of team performance using informative cards and a structured table showing total and average values. The Team Metrics view includes:

* **Team-level Metric Cards:** Quick-glance statistics summarizing overall chat volume, resolved and unresolved cases, average response time, average handling time, and customer satisfaction score for each team.
* **Detailed Rows:** Breakdown for each team with key metrics, making it easy to compare across multiple teams.
* **Filters and Options:** Use the options bar (as shown in the dashboard image) to:
  * Select a date or time range for all analytics (e.g., hour, day, week, month).
  * Filter metrics by specific teams or groups.
  * Export data for reporting (to CSV or XLS).
  * Switch between viewing metrics aggregated for all teams or for individual teams.
  * Toggle between different metrics (e.g., chat volume, response times, satisfaction scores) using metric selection controls.

This section is designed with an expanded card layout for rapid scanning, ensuring supervisors can quickly spot trends, issues, or outstanding performance at the team level.

### Agent metrics list view

Adds a dedicated agent list screen where supervisors can scan each agent's performance indicators quickly.

From this view, supervisors can:

* Search agents by name.
* Sort by a selected metric (for example, **Avg. Response Time**).
* Switch between **Metrics for teams** and **Metrics for agents**.

Each agent row displays:

* Chat context (`chats` and `unattended`).
* **Avg. Response Time**.
* **Avg. Chat Time**.
* **Satisfaction Score**.

### Agent metrics detail view

Selecting an agent opens a detail screen with focused performance metrics and quick stats for that specific user.

<figure><img src="https://872231112-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FWhWsbXR4KrslyXCVncNZ%2Fuploads%2Fgit-blob-bc5d8beafadc5a5cc071a179490b50cd2b9db150%2Fagent_metric_detail.png?alt=media" alt=""><figcaption></figcaption></figure>

The detail screen includes:

* KPI cards for **Response Time**, **Handle Time**, **Satisfaction**, and **Resolution Rate**.
* A **Weekly Activity** panel (shown when detailed per-day data is available).
* A **Quick Stats** panel with **Resolved Chats**, **Avg Response Time**, and **Satisfaction Score**.

## Reference sections

* [Metrics and definitions](/syntphony-live-agent-console/supervisor-workspace/index-1/metrics-and-definitions.md)
* [Chat counting and system behavior](/syntphony-live-agent-console/supervisor-workspace/index-1/chat-counting-and-system-behavior.md)

## Expected outcome

* Teams can track attended versus unattended demand.
* Agent-level metrics support coaching and staffing decisions.
* Time-based comparisons help validate operational changes.

## Related pages

* [Archived Tab](/syntphony-live-agent-console/supervisor-workspace/archived-tab.md)
* [Settings](/syntphony-live-agent-console/supervisor-workspace/settings.md)
* [Teams Tab](/syntphony-live-agent-console/supervisor-workspace/index.md)
* [Glossary](/syntphony-live-agent-console/getting-started/glossary.md)
* [What's New](/syntphony-live-agent-console/whats-new.md)


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