Monitor your Real-Time Insights data

You can use the Real-Time Insights bar to keep track of your own performance in the queue. Find Real-Time Insights above the conversation view by selecting the small arrow . Select the arrow again to collapse it.

The Real-Time Insights bar refreshes every 5 minutes and shows data from the past 12 hours. It includes these metrics:

• With reply - The number of conversations you resolved with at least one outbound message in the last 12 hours.
• Without reply - The number of conversations you resolved with no outbound messages in the last 12 hours.
• Replies sent - The total number of replies you sent in the last 12 hours.
• Available time - The total time you were available during the last 12 hours.
• Away time - The total time you were away during the last 12 hours.
• Conversations/hour - The number of conversations you resolved with at least one outbound message, divided by your total available time, during the last 12 hours.
• Average handle time - The average time you spent working on a conversation.
• Average CSAT score - Your average customer satisfaction score.