> 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-messaging-portal/dashboard.md). # Dashboard ## Purpose Provide an operational overview of messaging activity, delivery health, and recent actions immediately after you sign in to the Messaging Portal. ## Who this is for Supervisors, operators, and administrators who monitor day-to-day performance without opening each Analysis module. ## Prerequisites * Valid portal access with permissions to view messaging and history modules. * At least some messaging or handover activity in the selected period (widgets may show zero until data exists). ## Overview widgets The home dashboard surfaces key indicators and shortcuts. Use the sections below to interpret each area and drill down into detailed modules. ### Sent Messages Total count of messages sent through configured sources in the dashboard time range. * Includes individual and campaign-related outbound activity where applicable. * For conversation-level detail, open [Message History](/syntphony-messaging-portal/messaging-tools/analysis/message-history.md). * For bulk campaign execution detail, open [Outbound History](/syntphony-messaging-portal/messaging-tools/analysis/outbound-history.md). ### Response Rate Percentage of handover or agent-response scenarios where a response was completed within the evaluated window. * Use this indicator to track service responsiveness trends over time. * Pair with **Response Time** when investigating delays. ### Active Chats Number of chats currently in progress (active handling state). * Represents conversations that are open and not yet closed. * For archived or closed conversation review, use **Recently archived messages** or [Message History](/syntphony-messaging-portal/messaging-tools/analysis/message-history.md). ### Response Time Average time taken to accept or respond after a handover or routing event is triggered. * Measured from the routing/handover trigger until the conversation is accepted or first handled. * Rising values may indicate staffing or routing configuration issues. ### Total Abandoned Chats Count of chats where the end user disconnected while waiting before an agent accepted the conversation. * Includes voluntary exit, tab or browser close, and similar disconnect events while waiting. * Aligns with unattended/abandoned behavior described in operational analytics (see [Glossary](/syntphony-messaging-portal/getting-started/glossary.md)). ### Message Stats Delivery breakdown for outbound WhatsApp traffic: | Status | Meaning | | ------------- | ------------------------------------------------------------ | | **Delivered** | Message reached the recipient device or channel endpoint. | | **Read** | Recipient read the message when read receipts are available. | | **Pending** | Message is queued or awaiting final delivery confirmation. | Use [Outbound History](/syntphony-messaging-portal/messaging-tools/analysis/outbound-history.md) to investigate failures and export records. ### Last Sent Templates List of the most recently used approved templates in outbound flows. * Helps operators reuse compliant content quickly. * Create or maintain templates in [Template Gallery](/syntphony-messaging-portal/messaging-tools/construction/template-gallery.md). * Send using [Message to Client](/syntphony-messaging-portal/messaging-tools/communication/message-to-client.md) or [Broadcast Message](/syntphony-messaging-portal/messaging-tools/communication/broadcast-message.md). ### Recently archived messages Summary of recently closed conversation records available for quick review. A **chat record** groups one or more **chats** from the same end-user journey until the interaction is definitively closed. A **chat** is a single communication period within that record. * Open [Message History](/syntphony-messaging-portal/messaging-tools/analysis/message-history.md) for full filters, statistics, and detail views. * Handover-related metrics on this dashboard complement Live Agent Console operations when Console Direct or agent handover is enabled. ## Refresh and filters * Refresh dashboard data when you need an updated snapshot for the current period. * Where date or range selectors are available, align the period with the Analysis modules you plan to audit next. ## Expected outcome You can assess messaging volume, responsiveness, delivery health, and recent operational activity from a single landing view before opening Communication, Analysis, or Administration modules. ## Related pages * [Welcome](/syntphony-messaging-portal/readme.md) * [Message History](/syntphony-messaging-portal/messaging-tools/analysis/message-history.md) * [Outbound History](/syntphony-messaging-portal/messaging-tools/analysis/outbound-history.md) * [Template Gallery](/syntphony-messaging-portal/messaging-tools/construction/template-gallery.md) * [Glossary](/syntphony-messaging-portal/getting-started/glossary.md) --- # Agent Instructions This documentation is published with GitBook. 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