Cookie consent

This website uses cookies. By agreeing to all of them, you accept their use for marketing, personalising advertising content, analysing website traffic and other activities related to running our business. You can find detailed information about cookies in our privacy policy.

Skip to content
ENPL
Log in

Overview

What the metric tiles and charts on the Fibly panel's home screen show.

This is the first screen you see after logging in. It shows what's currently happening with the bot, in a clear layout of tiles and charts.

Metric tiles

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

  • Active: the number of conversations where the customer wrote something recently and the thread is still open.
  • Today: the number of conversations started since midnight.
  • Conversations: the total within the selected time range (see below).
  • Human needed: conversations waiting to be taken over by an agent.

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 over time 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 (donut chart)

On the right you'll see a donut chart with three categories:

  • Resolved by Fibly: a conversation closed by the bot without needing to involve an agent.
  • Human help required: conversations that were handed off to your team.
  • Still 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.

Recent conversations and the support queue

Below the charts you'll find two lists:

  • Recent conversations: a summary of the five newest conversations. A click takes you straight to the conversation details.
  • Support queue: conversations waiting for an agent. It's a shortcut to the Live support tab.

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.