Understand an agent Overview

Open an agent to see its Overview. It is the agent's home page and starts with the last 30 days, so you can quickly tell what happened and what to improve next.

Everything on the page sits in its own white box, so each answer can be read on its own. You read it top to bottom:

1. Your numbers for the dates you picked, with a day-by-day chart;
2. What shoppers did, when a connected store applies;
3. What customers ask and Messages, side by side on a wide screen and stacked on a narrow one.

Choose 7 days, 30 days, or 90 days to change the dates. For custom dates, geography, or exports, open Analytics.

Your numbers

Four boxes carry the headline numbers. Each one names what it measures, repeats the dates it covers, then shows the number:

• Conversations counts chats that started in those dates, with the total number of messages below it.
• New contacts counts the name, email, or phone number visitors left during a chat. It appears only when your role can see contacts.
• Answered without you is the share of chats your agent finished on its own, with nobody from your team stepping in.
• Visitor rating shows the average score visitors gave out of five and how many people rated. No ratings yet means nobody rated in those dates; it does not mean a score of zero.

Each box compares the dates you picked with the same number of days just before them, and says so in words, for example "compared with the 30 days before". New means the current dates have activity while the earlier ones had none. When there is nothing earlier to compare with, the box says so instead of showing a misleading zero.

Not sure what a box means? Select the question mark next to its name for a one-line explanation.

Day by day below the boxes charts the same period one day at a time, and can switch between conversations and new contacts. Dates use your device's language and date format.

What customers ask

Asked most often lists the questions visitors repeated in the dates you picked, with how many times each came up. Use it to decide which website page, file, text snippet, or Instant Answer to improve next in your knowledge.

It is a signal for review. Test an updated answer before assuming a knowledge change solved the issue.

Messages

This box shows the customer work that is still open. It is always current and does not change with the dates you picked. Depending on your access, it shows one row each for:

• chats where the visitor asked for a person;
• visitor messages nobody has read.

Every row is a count, and selecting it opens the full list. Point at a row to see what it covers and the newest few items behind it. A row with nothing waiting shows zero rather than disappearing, so you can tell "all clear" apart from "not available to you".

What shoppers did

Store activity appears only when a connected store recorded real product searches, product clicks, or successful order lookups in the dates you picked. These are actions taken in chat. They do not prove the agent caused a sale and are not sales figures.

New and empty agents

An agent with no conversation history shows a short setup guide instead of empty charts: add what it should know, put it on your site, and collect contact details. Your numbers replace the guide as soon as visitors start chatting.

If the agent has older conversations but none in the dates you picked, Overview says nobody chatted and suggests a longer range. It will not restart setup.

Training and delayed data

Past numbers stay visible while training or re-reading your website is in progress.

Recent events can take a short time to appear. Select Refresh after a new conversation, contact, rating, or training update; the button shows the time the page was last read. If the summary cannot load, the agent header stays available and Try again reloads only the summary.

Permissions and unavailable sections

Overview shows only information your role can access. A missing contacts, store, or customer-questions section may mean there is no relevant data or your role does not include access. Restricted information is never shown as a zero.

Actions also follow your permissions. Only an allowed member sees training, settings, or knowledge actions, and only the owner can delete the agent. Ask an owner to review your role if you need another section or action.