> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/reports-and-dashboard/dashboard-overview.md).

# Dashboard OverView

This page explains the main sections available in the LiveChat Dashboard.

The Dashboard helps supervisors and authorized users review LiveChat activity, monitor conversation volume, export reports, and view customer evaluation results when the evaluation service is activated.

Access to the Dashboard is controlled by the admin from the Portal. If a user cannot see the Dashboard, the admin should review the user’s permissions.

### What is the Dashboard?

The Dashboard is a reporting page that gives an overview of LiveChat performance and activity.

Depending on the account setup and permissions, the Dashboard include:

* Total number of conversations based on a selected date range
* LiveChat report export option
* Evaluating Conversations table, if the evaluation service is activated

The available sections may differ depending on the enabled services and account configuration.

### Total Number of Conversations

The Dashboard may show the total number of conversations within the selected period.

This helps users understand the conversation volume and monitor how many chats were handled during a specific timeframe.

This section can be useful for:

* Tracking daily, weekly, or monthly activity
* Understanding customer communication volume
* Comparing busy and quiet periods
* Supporting operational reporting

### LiveChat Report Export

The Dashboard includes a **Live Chat Report** section that allows authorized users to export LiveChat report data for a selected date range.

The exported report gives a more detailed view of LiveChat and chatbot activity. It may include several types of insights, such as:

* Overall session summary by date and status
* Total chatbot sessions
* Total LiveChat sessions
* Total reassigned sessions
* Average and maximum agent handling time
* Average and maximum queue waiting time
* Unassigned LiveChat sessions
* Total closed sessions
* Sessions closed manually by agents
* Sessions closed due to agent timeout
* Sessions closed due to user timeout
* Chatbot timeout sessions
* Sessions closed by chatbot after service completion
* Agent-level activity and performance
* Chat distribution by hour

This report helps supervisors and authorized users review conversation activity, agent performance, waiting time, closure reasons, and chatbot-related session outcomes.

Access to the export option may depend on the user’s permissions.

### Evaluating Conversations

The **Evaluating Conversations** section appears inside the Dashboard when the evaluation service is activated.

This section is available for chatbot users only.

When the evaluation service is enabled, customers can receive an evaluation message after a conversation is closed, depending on the configured closing scenarios.

The customer’s response will then appear in the **Evaluating Conversations** table.

### Evaluating Conversations Table

The table may include details such as:

* **Service Name**: the service selected by the customer from the chatbot option menu.
* **Name**: the customer’s name, if available.
* **Number**: the customer’s phone number.
* **Rank**: the rating submitted by the customer.
* **Assigned Agent**: the agent who handled the conversation.
* **Feedback**: the customer’s written feedback, if enabled and submitted.
* **Closure Status**: the status used when the chat was closed, such as Solved, Lost Connection, or Timed Out.
* **Date**: the conversation date.

This helps supervisors and authorized users review customer satisfaction, monitor service quality, and follow up on feedback when needed.

### Dashboard Permissions

The Dashboard view is controlled by the admin from the Portal.

The admin can decide whether supervisors or specific users are allowed to view the Dashboard and access Dashboard sections such as reports or evaluation results.

If a supervisor or user cannot see the Dashboard, the admin should review their permissions from the Portal.

### When the Dashboard is Useful

The Dashboard is useful when teams need to:

* Monitor LiveChat activity
* Review the number of conversations
* Export LiveChat reports
* Review customer evaluation results
* Track customer feedback
* Understand conversation closure outcomes
* Support team performance reviews

### If Dashboard Data is Missing

Dashboard data may be missing or unavailable in some cases, such as:

* The user does not have permission to view the Dashboard.
* The selected date range does not contain data.
* The evaluation service is not activated.
* Customers have not submitted evaluation responses.
* The required service or report is not enabled for the account.

If the Dashboard does not show the expected data, review the selected date range first. If the issue continues, contact the admin or support team.

### Best Practices

When using the Dashboard:

* Select the correct date range before reviewing data.
* Export reports when detailed analysis is needed.
* Review evaluation feedback regularly.
* Follow up on low ratings or negative feedback.
* Compare Dashboard results with team activity and conversation history.
* Make sure only authorized users have access to Dashboard data.

### Next step

After learning about the Dashboard, continue to the **LiveChat Report** page to understand how to export and review LiveChat report data.