Overview

This is the first screen you see after logging in, listed as Dashboard in the side menu. It shows what's currently happening with the bot across all channels, in a clear layout of tiles and charts.

Metric tiles

The four tiles at the top of the screen show the key numbers:

• Active now: the number of conversations that are active right now.
• Conversations today: the number of conversations started since midnight.
• Resolved by AI: the share of conversations in the selected time range that the bot resolved on its own, with the count below (for example "42 of 50 handled").
• Waiting for a human: conversations in the selected time range that needed a person.

Click a tile to open the matching list of conversations.

Choosing the time range

In the top right corner there's a drop-down with the time range. You can choose:

• 1 hour or 8 hours for a very up-to-the-minute view,
• 12 hours or 24 hours for a daily check-in,
• 3 days, 1 week, 2 weeks,
• 1 month (the default setting).

When you change the range, all the tiles and charts refresh automatically.

Conversations chart

Below the tiles is a line chart showing how many conversations started in each unit of time. Hover over the line to see the exact values at a chosen moment.

Outcome

On the right you'll see the Outcome card: a bar split into three categories, with the share of each:

• Resolved by Fibly: a conversation closed by the bot without needing to involve an agent.
• Human assisted: conversations that were handed off to your team.
• In progress: active, unfinished threads.

The proportions in this chart are a good indicator of how effectively your knowledge base is working. The larger the share of resolved by Fibly, the less work is left for the team.

Support queue and channels

Below the charts you'll find two cards:

• Needs a human now: up to five conversations waiting for an agent. Take over opens the conversation, where you can take it over, and View queue opens the full list. To handle the queue, use the Live support tab.
• Channels this month: how this month's conversations split across your channels, such as web chat, email, and WhatsApp.

What's next

When you want to understand why the bot is handing conversations to the team, go to the Control Center. There you'll find escalation analysis and recommendations on how to reduce it.