Know who has waited too long, before they tell you
The waiting tiles bucket unanswered chats against thresholds you set, shift from neutral to warning to danger as each line is crossed, and show the oldest wait at a glance. Click a tile and the exact chats are listed, each a link to the conversation.
Thresholds you define ✦ Thirty-second refresh ✦ Every breach opens its chats
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Up to five lines, in your minutes
The presets cover most teams: tight, default or relaxed. When they do not, type your own minutes into up to five fields. They sort themselves ascending, Save re-buckets the tiles at once, and a weekend team that answers within four hours is measured against four hours, not against someone else's idea of fast.
- Per organisation. One set of thresholds, shared by everyone who opens Analytics.
- Instant. Tiles re-bucket the moment you save; no reload, no wait for the next refresh.
- Honest counts. Resolved and closed chats never appear in a waiting bucket.
Between one and five thresholds, in minutes. They sort ascending automatically.
SaveFrom a number on a tile to the chat that needs you
Read the colour, not the number
A waiting tile moves from neutral to warning to danger as each threshold is crossed, so the lead sees trouble from across the room.
Open the chats behind the breach
Click the tile and the detail view lists each waiting chat with a link to the conversation and its own CSV.
Find who is slipping
Sort today's Agents table by awaiting reply, spot the row, click the cell and the waiting chats are listed for that person.
Pin it, filter it, share the link
A dashboard is a board of widgets built from saved queries with a filter bar on top: a date range with presets, dropdowns, free text, numbers, yes or no. A filter feeds every widget whose query declares the same variable. The filter values you apply are part of the address, so a colleague opening the link sees the same view, and the board refreshes itself every minute from the cache between manual refreshes.
- Drag to move, pull an edge to resize; widgets stay exactly where you put them.
- Members open and filter; adding widgets and editing filters is for admins and account owners.
- Every widget downloads its CSV with the applied filters.
Ready to measure the wait your guests actually feel?
Set your thresholds once and the tiles start counting against them within thirty seconds.
Questions, answered
One tile per configured threshold with the number of unanswered chats older than it, the oldest waiting chat as 5m, 2h or 3d, plus active chats, unanswered, agents available, calls and bot sessions in progress. Every tile refreshes on a thirty-second loop and excludes resolved and closed chats, so a closed thread never inflates the count.
Yes. The gear opens three presets, tight at 5, 15 and 30 minutes, default at 5 minutes, 1 hour and 4 hours, relaxed at 1, 4 and 24 hours, and three minute fields of your own. Between one and five thresholds, sorted ascending automatically; Save re-buckets the tiles immediately.
Click the tile. A detail view lists the exact chats behind the number, each linking to the conversation, with its own CSV download. In the Agents table, sort today's rows by awaiting reply to see who is slipping, and click the cell for the chats.
Yes. Dashboards hold boards of widgets built from saved queries with a filter bar on top, and every dashboard is a shareable link whose filter values are part of the address. Between refreshes a board updates itself every minute from the cache, and each widget says when its numbers were computed.