Supervisor Overview Report

Monitor real-time conversation activity with the Live Agent Supervisor Overview Report, tracking agent status and key metrics for the past 24 hours.

Updated in 2026.1

Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.

This report is only visible with the Supervisor Role.

This report offers an overview of all conversations related to a specific inbox, including the number of conversations received within the last 24 hours. All displayed data is relevant to this 24-hour time period. Additionally, you will find an overview of Agent Status and conversation handling metrics. At the bottom of the report, there is a list of conversations that indicate the agents’ ongoing work.

The summary of key metrics is represented in the following charts:

• Indicators
• Line Charts
• Tables

Indicators

Open Conversations

Indicates the number of conversations that have the following statuses: Open, Queued, Unassigned, or Escalated. The number of Escalated conversations changes only when the Escalate Conversations to Supervisor feature is activated at the Inbox level and an agent clicks the ↑ Escalate to Supervisor button in the Conversation Actions section of the conversation chat.

Today

Indicates the number of conversations that were handled on the current day.

Agent Status

Indicates the number of agents who are currently Online, Busy, Away, or Offline.

Conversation handling

Conversation handling indicates the following real-time metrics:

Metrics	Description
First Response Time (Avg)	The average time it takes for an agent to respond to a customer in a conversation.
Resolution Time (Avg)	The average time required to resolve conversations with a customer.
Queue Time (Avg)	The average time that an incoming conversation waits for assignment to a human agent. This value is measurable in two scenarios: - When auto-assigning conversations is turned off for the Inbox. - When the conversation limit per agent is activated, and all agents in an Inbox with auto-assignment activated are at full capacity and unable to take on additional conversations.

Line Charts

Conversation Metrics

Indicates conversation details in a 24-hour time grid, visualized with colored lines:

Line graph	Description
Incoming Conversations	Number of conversations that were created in the last 24 hours.
Conversation Duration (min)	Minutes it took to solve a conversation from start to finish.
Queued Conversations	Number of conversations that are not assigned to a human agent.

Tables

Conversations by Agents

Provides information about the status and performance of agents:

Title	Description
STATUS	Indicates the status of the Agent: Away, Busy, Online, Offline.
OPEN	Number of active conversations pending.
QUEUED	Indicates the number of assigned conversations waiting.
AVG FIRST RESPONSE TIME	Indicates the average value when an Agent responded first.
AVG RESOLUTION TIME	Indicates the average value when an Agent resolved a conversation.
RESOLVED	Indicates how many conversations were resolved by Agents.

You can modify an agent’s status when they are online by clicking an agent icon in the Agent column of the table. You can set their status as Busy or Away. However, if the agent is offline, any changes you attempt to make to their status will not be applied.

Additionally, you can filter the table data by agent status.

View Reports

To view a report, do the following:

1. In the Live Agent interface, go to Reports > Overview.
2. At the top of the report, from the Inbox list, select an Inbox you want to inspect.

The report will be updated with the corresponding data related to the selected Inbox.

More Information

• Reports
• Admin reports