Dashboard

The Dashboard is where company admins land. It answers three questions: are your experts working, what should you fix next, and are you running low on anything. It sits at the top of the sidebar, above the sections.

Choosing the period

The sentence under the title, How your experts performed, names the period being shown. The date button at the top right changes it for the whole page. It offers Last 7 days, Last 14 days, Last 30 days, Week to date, Month to date, Last 90 days and Last 12 months, or you can pick your own dates. The page opens on the last 14 days, and a reset option puts it back.

Every figure is compared with the period of the same length just before it. The arrows beside the date button step back and forward one period at a time. Periods longer than your plan keeps conversations for are dimmed, because those conversations have been deleted and the figures would look emptier than the truth.

Plan & capacity

The first card is one strip of four measures, so you notice early if you are running short. Each one shows a bar that turns amber from 70% and red from 90%.

• Plan usage is the share of your plan's allowance you have used, with the date it resets. If there is no reset date it shows when the plan expires.
• Seats is how many seats are in use out of what your plan allows, and how many of those people were active in the period.
• Experts is how many experts you have against your plan's limit.
• Storage is the space used by documents and chat attachments, with a count of documents and a link to chat uploads.

The Full usage breakdown link opens Usage. Limits themselves are described on Plans.

The three figures

• Questions asked counts the questions people put to your experts, leaving greetings out, with a small chart of volume over the period. See most asked opens Usage for the same dates.
• Questions resolved is the share of graded answers that resolved the question. Answers are graded overnight, so a new workspace shows a dash until enough have been checked. See what missed opens Insights on the answers that didn't resolve.
• Staff time saved is marked est. because it is an estimate, not a measurement. It counts the answers that resolved the question, not every answer, and multiplies that count by an average handling time. The tile shows both numbers, for example N answers × 6 min of someone's time, so you can check the sum. Answers that have not been graded yet are left out, so the figure reads low until the overnight check catches up. With no graded answers in the period it shows a dash. Six minutes is the default. Click the minutes figure to enter your own, from 1 to 120, and click Save.

If nobody asked anything in the period, a notice says so, with a Try one yourself link that opens Chat.

Needs your attention

This is the list of things worth fixing. Every row is a link, and the verb on the right says where it takes you. The header counts the items, how many are urgent, and how many are new since you last opened the Dashboard. When there is nothing to do it says Nothing needs attention.

A row that has something new shows a small pill such as 2 new, meaning that many items appeared since you last opened the page. A row with nothing new shows when it was first seen, for example first seen 2d ago. An old age on a row is a sign that nobody has dealt with it.

Items you may see:

• No documents in your Knowledge Base, with Upload a document.
• Answers that came back wrong or incomplete, and questions your documents did not cover. Both say See which ones and open the matching list in Insights, where you can see the questions and decide which document to add or fix.
• Channels that have disconnected, with Reconnect.
• Documents that failed to process, with Fix documents, and documents still processing, with View.
• Seats that went unused, or invitations that were never accepted, with Manage users. See Members.
• Experts with no documents, with Attach documents.
• Answers not graded yet, which is for information only and has no link.

To quiet a row, open the small menu at its right edge.

• This is intentional silences it. Only the specific thing you silenced is hidden, so anything new still shows. When a row covers several items, such as two disconnected channels, you tick which ones are intentional.
• Remind me in 7 days and Remind me in 30 days hide the row for that long. Some findings can only be snoozed, because what they count changes every day.

Silencing doesn't hide the fact that you did it. Under the list, a line such as 2 items silenced has a Manage button, which lists them and lets you Restore any one.

Recent activity

Beside the attention list, Professional workspaces also see Recent activity. It shows the last few notable changes, such as uploads and teammate changes, with who made them. View all opens Audit logs. The card only appears for admins who have been given access to Audit Logs, and it is left out on Business.

Recent documents and experts

At the bottom are two short lists. Recent documents shows the latest uploads with who uploaded them and a status pill (Completed, Processing, Failed or Pending), which answers the question of whether a document has gone through. Recent experts shows the latest experts with Active or Inactive. Both have a View all link. When a list is empty it offers Upload your first document or Create your first expert.

These two lists ignore the date range, so a quiet fortnight doesn't make them look empty.