# Overview and live metrics

**Reports → Overview** is the live dashboard for the day. Everything marked **Live** updates as conversations come and go, so a team lead can keep it open on a second screen.

## Watch the walkthrough

{% embed url="https://youtu.be/HUHvNn_sDMQ" %}

![The Overview report](../../.gitbook/assets/guides/reports-overview-live.jpg)

## Open Conversations

Four counts across the whole account: **Open**, **Unattended** (still waiting for a first reply from your team), **Unassigned** (nobody owns them yet) and **Pending**. When Unattended or Unassigned starts to climb, someone needs to pick up.

## Agent status

How many agents are **Online**, **Busy** and **Offline** right now. Automatic assignment only hands new conversations to online agents.

## Conversation Traffic and Resolutions

Two heatmaps, one row per day and one column per hour. **Conversation Traffic** shows when new conversations arrive; **Resolutions** shows when they get resolved. Darker squares mean more. Use them to plan shifts: if traffic peaks at 9 pm and resolutions do not, you are short-staffed in the evening.

Each heatmap has its own date picker (**Last 7 days**, **Last 14 days** and more), an inbox picker (**All Inboxes** or one inbox), and a download button that saves the numbers behind it as a file.

## Conversations by agents and by teams

A table per agent with **Open**, **Unattended**, **Longest waiting**, **Rounds (7d)**, **Avg reply (7d)**, **Missed (7d)** and **Status**, so you can see who is overloaded and who has room. Conversations without an owner are counted under **Unassigned**. The team table shows **Open**, **Unattended** and **Status** per team; pick **All Teams** or one team.

## Related

* [Reports and Analytics](/reports/reports-and-analytics)
* [Conversation, agent and team reports](/reports/conversation-agent-and-team-reports)
* [Automatic conversation assignment](/settings/automatic-conversation-assignment)

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Source: https://help.mampuai.com/reports/overview-and-live-metrics