> 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 | Livechats with no live agent assigned |
| Open livechats       | All livechats in Open status          |
| Open AI chats        | AI-agent conversations in Open status |
| Unassigned tickets   | Tickets with no live agent assigned   |
| Open tickets         | All tickets in Open status            |

***

## 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** — time from a person requesting a live agent to being assigned one, measured today.

### 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.