The Overview page provides a real-time snapshot of your account activity in Akece. It’s the ideal place to quickly and visually monitor how many conversations are open, which agents are available, the volume of interactions by time of day, and how workload is distributed across your team.
To access this report, go to the side menu and click on Reports → Overview.
Metrics Available in the Overview Report
Open Conversations
Displays the total number of ongoing conversations, broken down into categories:
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Open: active conversations with customers.
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Unattended: conversations that haven’t received an initial response.
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Unassigned: conversations that haven’t been assigned to an agent yet.
These metrics help identify bottlenecks and prioritize the most urgent interactions.
Agent Status
Shows the current availability of each team member, using the following statuses:
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Online: available to respond.
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Busy: currently engaged in conversations or focused on other tasks.
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Offline: not logged in.
This helps supervisors monitor team activity in real time and distribute workload more efficiently.
Conversation Traffic
Displays a heatmap of peak conversation hours over the last 7 days.
Each cell represents an hour of the day — the darker the color, the higher the number of conversations received during that time.
Hover over any cell to see the exact number of conversations for that hour.
This view is especially useful for identifying peak hours and optimizing staffing schedules.
Conversations per Agent
Shows how many conversations each agent is currently handling.
This panel helps balance the workload and also acts as a performance indicator in real time.
The Overview Report is especially useful for support leaders, team supervisors, and anyone who needs to make fast, informed decisions based on live operational data.
Need help interpreting the data or exploring more detailed reports?
Reach out to our team:
📩 [email protected] | 📱 @akece.ai
Next tip: learn how to use Customer Satisfaction Reports to measure your customers' experience.