The Users section of the Dashboard measures the work of your human team (agents and supervisors). It uses the same period filters as the Dashboard.
The cards
Each with the comparison against the previous period ("X% versus the previous period"):
| Card | What it counts exactly |
|---|---|
| Open conversations | Conversations that appear as "open" in the chat inbox. |
| Closed conversations | Conversations that appear as "closed" in the chat inbox. |
| Open and assigned conversations | Open conversations with the assistant paused, that is, available for your team to handle. |
| Assigned conversations | Conversations where a person from your team sent at least one message. |
| Unread conversations | Conversations with no recent activity, pending attention. |
| Messages sent | Number of messages sent in the selected period. |
Additional statistics
The "Additional Statistics" card shows the period's totals: unassigned conversations, inactive conversations, unread conversations, and the total users on the team.
The charts
- Conversations interacted with by users: each person's activity over time.
- Conversation status: the split between Won and Lost.
The table by user
The "Conversation statistics by User" table compares your team, with a search box:
| Column | What it shows |
|---|---|
| User | Each team member. |
| Assigned | Conversations in their charge. |
| Won / Lost | Closures with an outcome. |
| Unread | Pending attention. |
| Messages sent | Their response volume. |
💡 How to read it: many assigned with few won may indicate overload; many unread for one person is a sign to redistribute.
Frequently asked questions
What does "Won" or "Lost" mean exactly?
It's the customer status of each conversation: it's marked by dragging the lead to the Won/Lost zones of the Funnel, by passing through a stage configured as "won", or when the AI detects it. If you see wins in the chart and "0" in another view, it's usually due to the period or filter applied — check the date range.