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The bottom of the Inbox analytics page (Analytics → Inbox) has real-time views for monitoring your team right now, plus a breakdown of how automatic ticket assignment is performing. These are available to owners and analytics roles.

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Current Open Tickets

A live snapshot of open tickets by agent — it’s not tied to the date range. It shows each agent and how many open tickets they’re holding, so you can spot who’s overloaded at a glance.
  • Click an agent to see that agent’s open tickets, and open any conversation from there.
  • If your business uses teams, you can Group by Team to see open tickets organized by team (with buckets for conversations with no team or a missing assignment).
  • Search agents and Download CSV are available.
Current Open Tickets live view listing each agent and their open ticket count, with a Store filter

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Currently Queued Rooms

A live table of conversations waiting to be automatically assigned to an agent. It refreshes on its own and shows: Rooms wait here for the next auto-assignment cycle. Click the eye icon to open a conversation. This view is relevant when Ticket Routing is set to automatically assign conversations. Currently Queued Rooms live view describing rooms waiting for the next auto-assignment cycle

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Auto-Assignment Performance

This section measures how well automatic assignment is working over the selected period. (It’s hidden when there were no handovers in the period.) KPI cards: Auto-Assignment Performance KPI cards and the Daily Trend chart of handoffs, instant, queued, and timed-out assignments Breakdowns below the KPIs:
  • Daily Trend — a chart of handoffs, instant, queued, and timed-out assignments per day.
  • By Team — Team, Assignments, To Agent, Team Only, Avg Queue.
  • By Agent — Agent, Assignments, Avg Queue.
  • Autoassigned Ticket Details — a per-ticket table (customer, handoff, outcome, team, agent, queue time, assigned-at) with an eye icon to open the conversation.
Auto-assignment breakdowns: By Team, By Agent, and Autoassigned Ticket Details tables Each part has its own Download CSV.