Overview of Support Monitoring Chat Dashboard
The Support Monitoring Chat dashboard provides near-real-time visibility into live chat conversation status and new conversation volume. The dashboard consolidates widgets that help support teams monitor queue health (for example, pending volume) and identify peak hours using new conversation trends over a selected time period.
The Support Monitoring Chat dashboard visualizes data from:
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Live chat conversations
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New conversations statistics
Widgets and metrics
Overview statistics widget
The Overview statistics widget displays high-level queue and staffing metrics.
| Metrics | Description |
|---|---|
| Unsolved Conversations | Displays the total number of conversations in the Pending and Snoozed status categories. |
| Snoozed Conversations | Displays the total number of conversations in the Snoozed status category. |
| Available Agents | Displays the total number of live chat available agents in the Organization. |
Chat statistics widget
The Chat statistics widget displays conversation volume metrics for the selected time period.
| Metrics | Description |
|---|---|
| New Conversations | Displays the number of conversations created over a specific time period. |
| Resolved Conversations | Displays the number of conversations in the Closed status category over a specified time period. |
Currently, handle time (resolution time) and First-Response Time are available only in the underlying data.
- To view it, navigate to: Reports → Support Monitoring Dashboard → New Conversations
- The First-Response Time and Resolution Time are displayed as a column in the underlying data grid.
New Conversations widget
The New Conversations widget compares the number of new conversations across values in a selected grouping field over the selected time period.
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Supported Group by Fields: Brand, Category, Country, Priority, Source, Status, Status Category
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Supported Charts: Bar Chart, Column Chart, Line Chart, and Grid View
Busiest time of day widget
The Busiest time of day widget identifies the busiest and idlest times of day based on the selected metric over the selected time period.
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Supported Group by: New Conversations
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Supported Charts: Heat Map
Time period for busiest time of day widget
You can view Busiest time of day details for a specific time period by selecting a date range as shown below.
Apply filters to all widgets
Filters control which data appears across dashboard widgets, including New Conversations and Busiest time of day. Filters are useful for isolating performance by brand, category, or other conversation attributes during a specific time period.
Select a time period (date range)
You can view chat statistics and new conversation details for a specific time period by selecting a date range.
Relative dates (predefined ranges)
The following are the predefined relative date range:
- Today
- Yesterday
- Last 7 Days
- Last 30 Days
- Last 90 Days
Widget-specific date ranges
The dashboard supports selecting time periods for:
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Chat statistics and New Conversations widgets
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Busiest time of day widget
Brand filter (All Brands)
Use the All Brands dropdown near the print icon (top-right) to filter results by brand.
Default behavior:
The brand preference selected in Personal Settings is applied by default.
Advanced filter panel
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Click on the Filter icon (top-right) to open the filter panel.
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Select the required condition(s).
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Select Apply.
The relation between the selected fields will be considered as “And” when the multiple fields are selected.
Permissions and access
Access to the Support Monitoring Chat dashboard follows standard dashboard visibility rules in BoldDesk.
To view dashboards and access the Reports module (including underlying data such as first-response time), users must have the Reports permission enabled in Admin Settings.
Role-based permissions specific to the Support Monitoring Chat dashboard are not separately defined.
Troubleshooting
- I cannot see the Support Monitoring Chat dashboard
- Verify the user account has access to the Reports module.
- Verify the Reports permission is enabled in Admin Settings (permissions control access to dashboards and underlying data).
- First-Response Time or Resolution Time is not visible in the dashboard widgets
- Expected behavior: First-Response Time and Resolution Time do not appear as widgets.
- To view the values, open the underlying data grid:
- Reports → Support Monitoring Dashboard → New Conversations
- Filters do not appear to change widget results
- Confirm the filter was applied using Apply in the Advanced filter panel.
- If multiple fields were selected, confirm the intended logic matches And behavior.
- Confirm the correct Brand is selected in the All Brands dropdown (top-right), because the Brand filter affects all widgets.
- Confirm the selected date range matches the intended widget scope (some widgets support widget-specific date ranges).
Frequently Asked Questions
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Is Handle Time available as a widget in the Support Monitoring Chat dashboard?
No. Handle Time (Resolution Time) is currently available only in underlying data and not as a dashboard widget or metric report. -
Can I apply filters across all widgets at once?
Yes. Filters applied using the Filter icon or Brand dropdown affect all widgets in the dashboard. -
Does BoldDesk support exporting data from the Support Monitoring Chat dashboard?
Export options depend on the underlying data grid. Widget‑level exports are not available for this dashboard. -
Can I customize or configure widgets in this dashboard?
No. The Support Monitoring Chat dashboard does not support widget customization, thresholds, or admin‑level configuration.
