Overview
The Dashboard is the first page you see when you open your project. It gives you a complete picture of your support operations across five sections: ticket statistics, performance metrics, customer satisfaction, activity trends, and workflow analytics.
All widgets update automatically every 15-30 seconds so you always see current data.
Period Selector
At the top of the Dashboard, filter all data by time period:
- Last 7 days
- Last 30 days (default)
- Last 90 days
- Last year
- All time
Changing the period updates every widget on the page.
Ticket Statistics
The first section shows the overall health of your support queue.
| Metric | What It Shows |
|---|---|
| Total Tickets | Tickets created in the selected period, with a trend sparkline |
| Needs Response | Tickets currently awaiting a response from Ensoras or an agent |
| Awaiting Customer | Tickets where a response has been sent and you are waiting for the customer |
| Closed Tickets | Tickets closed in the period, with a trend sparkline |
| Requires Approval | Tickets with draft replies waiting for your review |
| Period Volume | Total ticket volume with percentage change compared to the previous period |
The Period Volume card compares the first half of your selected period against the second half. A green indicator means volume is stable. Orange means volume is increasing significantly (over 20%).
Performance Metrics
Three cards that measure how efficiently your support operation is running.
| Metric | What It Shows | Color Thresholds |
|---|---|---|
| Automation Rate | Percentage of tickets handled by Ensoras vs escalated to humans | Green: 70%+, Yellow: 40-70%, Red: under 40% |
| Avg Resolution Time | Time from first message to ticket closure | Green: under 24h, Yellow: 24-72h, Red: over 72h |
| Avg Messages/Ticket | Average number of messages per conversation | Informational (no threshold) |
Automation Rate is the most important metric here. A high rate means Ensoras is successfully resolving most tickets. A low rate means you may need to improve workflow instructions, add more knowledge base content, or adjust trigger sensitivity.
Customer Satisfaction
This section helps you understand how customers feel about their support experience.
CSAT Score
The headline metric. An overall satisfaction score from 1 to 5, calculated automatically from conversation analysis:
| Score | Meaning | Color |
|---|---|---|
| 4.0 - 5.0 | Excellent | Green |
| 3.0 - 3.9 | Good | Yellow |
| Below 3.0 | Needs improvement | Red |
The score considers sentiment, resolution status, escalation history, and satisfaction signals detected in the conversation.
Sentiment Breakdown
Three percentage cards showing positive, neutral, and negative sentiment distribution across all conversations in the period.
Satisfaction Distribution
A doughnut chart breaking down customer satisfaction into five levels: Very Satisfied, Satisfied, Neutral, Dissatisfied, and Very Dissatisfied.
Top Problems
The 5 most common customer issue categories identified from conversation analysis. Each shows:
- Topic name
- Number of tickets
- Percentage of total
Use this to spot trends. If "shipping delays" suddenly jumps to the top, you may need to update your knowledge base or adjust workflows.
Resolution Metrics
| Metric | What It Shows | Color Thresholds |
|---|---|---|
| Resolution Rate | Percentage of tickets confirmed resolved | Green: 70%+, Yellow: 50-70%, Red: under 50% |
| Escalation Rate | Percentage escalated to human agents | Green: under 15%, Yellow: 15-30%, Red: over 30% |
| Avg Response Time | Time to first response | Green: under 60s, Yellow: over 60s |
| Avg Resolution Time | Total time to resolve | Green: under 4h, Yellow: 4-24h, Red: over 24h |
Activity & Channels
Volume trends and channel distribution over time.
Activity Chart
A line chart showing tickets created per day (for shorter periods) or per week/month (for longer periods). Use this to spot volume spikes, seasonal patterns, or the impact of campaigns.
Message Distribution
A doughnut chart comparing Ensoras responses vs Agent responses. This shows how much of your conversational workload Ensoras is handling versus your human team.
Channel Distribution
A doughnut chart showing tickets by channel (Email, Widget). Helps you understand where customers prefer to reach out and where to focus your configuration efforts.
Workflow & Tool Analytics
How your automations are performing.
Stats Overview
| Metric | What It Shows | Color Thresholds |
|---|---|---|
| Workflow Runs | Total workflow executions in the period | Informational |
| Workflow Success | Percentage of successful workflow executions | Green: 90%+, Yellow: 70-90%, Red: under 70% |
| Tool Executions | Total tool calls in the period | Informational |
| Tool Success | Percentage of successful tool executions, with average execution time | Green: 90%+, Yellow: 70-90%, Red: under 70% |
Top Workflows
The 5 most frequently triggered workflows, showing:
- Workflow name
- Number of runs
- Average execution time
- Success rate
If a workflow has a low success rate, review its instructions and attached tools.
Top Tools
The 5 most used tools, showing:
- Tool name and type
- Number of calls
- Average execution time
- Success rate
Slow tools (high execution time) impact customer experience. Consider adjusting timeouts or checking the external service performance.
Using the Dashboard Effectively
Daily: Check Needs Response and Requires Approval counts. Look for negative sentiment spikes. Review any workflows with dropping success rates.
Weekly: Review Resolution Rate and Automation Rate trends. Check Top Problems for emerging issues. Look at the Activity Chart for volume patterns.
Monthly: Track CSAT Score trends for overall satisfaction direction. Compare Period Volume changes to understand growth. Review Channel Distribution for shifting customer preferences. Evaluate whether your Automation Rate is improving as you refine workflows.
Acting on what you see:
- High escalation rate means workflows need better instructions or more tools
- Low CSAT score may indicate response quality issues or missing knowledge base content
- Rising top problem suggests a product or policy issue that needs addressing
- Failing tools need credential checks or integration reconfiguration
- Low automation rate is an opportunity to create new workflows for common unhandled scenarios
Next, learn about managing your Inbox & Tickets.