> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/analytics/live-report.md).

# Live report

Real-time snapshot of today's workspace. All figures reset at midnight in your workspace timezone — hit the refresh icon top-right to force an update.

***

## Status tiles

Live counts of open items across the workspace right now.

| Metric               | What it shows                                                                                        |
| -------------------- | ---------------------------------------------------------------------------------------------------- |
| Unassigned livechats | Pending livechats that already have an agent or team assigned, waiting for that agent or team to act |
| Open livechats       | Open livechats currently assigned to an agent or team                                                |
| Open AI chats        | Open livechats with no agent or team currently assigned — handled only by the AI agent               |
| Unassigned tickets   | Tickets in Pending status, regardless of whether an agent is assigned                                |
| Open tickets         | Tickets in Open status                                                                               |

{% hint style="info" %}
Despite its name, **Unassigned livechats** requires an active agent or team assignment — it counts assigned livechats still sitting in the pending queue. A pending livechat with no agent or team assigned isn't counted by any status tile.
{% endhint %}

***

## Chats & tickets

New conversations started today, plotted on a time-of-day chart (00–23 hours).

| Metric        | What it shows                          |
| ------------- | -------------------------------------- |
| New AI chats  | AI-agent conversations started today   |
| New livechats | Live-agent conversations started today |
| New tickets   | Tickets created today                  |

***

## Responsiveness

**Average handoff wait time** — for livechats, the time between a conversation's first assignment to a live agent and that agent's first reply (or, if the conversation is later reassigned, the new agent's first reply), measured today. Displayed values round up to the next whole unit rather than truncating.

### Live agent capacity

| Metric                   | What it shows                                                |
| ------------------------ | ------------------------------------------------------------ |
| Total potential capacity | Max simultaneous chats all online agents could handle        |
| Total actual capacity    | Chat slots currently in use — plotted on a time-of-day chart |

{% hint style="info" %}
AI response-time metrics use the median rather than the mean average, reducing the effect of outliers. Live agent metrics still use the mean.
{% endhint %}

### First response time

| Metric                         | What it shows                                                    |
| ------------------------------ | ---------------------------------------------------------------- |
| Live agent first response time | Time from assignment to live agent's first reply                 |
| AI first response time         | Median time from conversation received to AI agent's first reply |

### Response time

| Metric                   | What it shows                                                  |
| ------------------------ | -------------------------------------------------------------- |
| Live agent response time | Average time between a person's message and live agent's reply |
| AI response time         | Median time between a person's message and AI agent's reply    |

***

## CSAT

| Metric                  | What it shows                                                  |
| ----------------------- | -------------------------------------------------------------- |
| Average AI CSAT         | Average satisfaction rating for AI-agent conversations today   |
| Average live agent CSAT | Average satisfaction rating for live-agent conversations today |

***

## Abandonment

| Metric                        | What it shows                                               |
| ----------------------------- | ----------------------------------------------------------- |
| Closed without feedback       | Count and % of conversations closed with no feedback        |
| Closed without person replies | Count and % of conversations closed with no person messages |

***

## People

| Metric        | What it shows                                                |
| ------------- | ------------------------------------------------------------ |
| New people    | New [person](/docs/modules/people.md) profiles created today |
| Active people | Profiles with at least one interaction today                 |

***

## Users

Live table of all agents — their status, workload, and active time today. Filter by **Team** or **Status**.

| Column           | Description                                 |
| ---------------- | ------------------------------------------- |
| Name             | Agent name and avatar                       |
| Teams            | Team(s) the agent belongs to                |
| Status           | Online (green dot) or Signed Out (grey dot) |
| Last online      | Most recent active time or date             |
| Assigned chats   | Chats currently assigned                    |
| Assigned tickets | Tickets currently assigned                  |
| Active hours     | Total time Online today                     |

Paginated — use **Users per page** and **Show page** to navigate.