Status Dashboard — Real-Time Overview (Last 30 Minutes)
The Status dashboard is the real-time operational command center of the Premium Reporting platform. Unlike all other tabs which display historical warehouse data, the Status dashboard shows live data from the last 30 minutes, refreshed automatically. It is the default landing view when users first access the portal.
1. Dashboard Layout
The Status dashboard uses a dark-themed design to visually distinguish it from the historical dashboards. It is organized as a 6-panel grid (2 rows by 3 columns), with each panel dedicated to a specific real-time metric. The dark background with green and gold KPI values creates a command-center aesthetic optimized for operational monitoring.
Panel 1: Total Conversations & Total Transfers (Top-Left)
Displays two large KPI numbers: the total number of conversations and total number of transfers within the last 30-minute window. Below the KPIs, a horizontal bar chart breaks down conversation volume by Channel and Location (e.g., “chat | us-west-2”). A summary data row at the bottom lists Channel, Location, Conversation Count, and Transfer Count.
Business Value: Provides immediate visibility into current conversation volume and transfer activity, enabling operations teams to detect traffic surges or drops in real time.
Panel 2: Containment (Top-Center)
Displays the real-time containment rate as a large percentage value (e.g., 100.0%), accompanied by a line chart trending the rate over 5-minute intervals across the 30-minute window.
How it is calculated: Containment Rate = (Total Conversations – Total Transfers) / Total Conversations × 100. A rate of 100% means all conversations were fully handled by the AI assistant with no transfers.
Business Value: Containment is one of the most critical KPIs for AI assistant performance. A high containment rate indicates the AI is effectively resolving user inquiries without human intervention, directly reducing operational costs.
Panel 3: Conversations/min (Top-Right)
Shows the current conversation throughput rate as conversations per minute, with a bar chart displaying throughput per 5-minute interval.
Business Value: Enables capacity monitoring and anomaly detection. A sudden spike may indicate a service event or campaign launch; a sudden drop may indicate a system issue.
Panel 4: Average Conversation Duration (Bottom-Center)
Displays the average conversation duration in seconds across the 30-minute window, with a line chart showing how duration fluctuates over time.
Business Value: Duration trends help identify changes in conversation complexity, potential bot loops, or degradation in AI response quality. An unusual spike (e.g., 499 seconds) may warrant investigation.
Panel 5: Transfers/minute (Bottom-Right)
Shows the real-time transfer rate as transfers per minute, with a line chart trending over the 30-minute window.
Business Value: Real-time transfer monitoring enables immediate detection of issues that cause the AI to fail and escalate to live agents.
2. Interactive Hover Tooltips
Every panel in the Status dashboard is fully interactive. Hovering over any data point reveals a detailed tooltip with contextual information such as Location, Date/Time, and exact metric values (e.g., “Location: us-west-2, Date: 12:33 PM, Conversation Count: 9”).
Last updated
Was this helpful?