The Live Dashboard gives supervisors a real-time overview of what’s happening throughout the day. You can create your own or use our standard presets to monitor agent performance, queue activity, and customer interactions, all from one central view.
📋 Talkative Preset Dashboards
Basic Dashboard
This provides a real-time summary of daily activity, showing CSAT scores, total and abandoned interactions, and average wait times. It’s ideal for tracking overall performance and spotting trends as the day progresses.
CSAT Dashboard
The CSAT Dashboard focuses on customer satisfaction, comparing scores across agents, queues, and tags. It helps you monitor short-term trends and maintain consistent service quality.
Agent Overview Dashboard
The Agent Overview Dashboard shows each agent’s live status, handle times, and interaction counts. It’s useful for managing workload balance and identifying where extra support may be needed.
Queue Dashboard
The Queue Dashboard highlights traffic and wait times across all active queues. It helps you monitor customer flow, identify bottlenecks, and allocate agents effectively to maintain fast response times.
If the dashboard preset isn’t visible, click the + icon at the top of the screen and select it from the dropdown.
👀 Live Chat Monitoring Preset
Under the Chat Monitoring tab, you can view all live customer interactions in progress.
This includes:
- Live message exchanges
- Real-time sentiment scoring
You can also send internal messages to agents for guidance during conversations, these messages can not be viewed by the customer.
How To Send An Internal Message:
- Click the ⋯ icon on an interaction.
- Select View Internal Messages.
- Type your message and click Send.
Your message appears in purple at the top of the agent’s chat view. The agent can reply privately within the same thread.
This is a great tool to use when supporting newer agents or agents dealing with difficult interactions.
🗝️ Key Features Overview
🚨 Alerts
Use Alerts to get notified when activity meets specific conditions, such as high queue volumes or long wait times. You can read more about Alerts here Creating Alerts
📣 Announcements
Send messages directly to customers waiting in queues or in active chats. This helps you keep everyone updated during issues or busy periods.
To create an announcement:
- Click Announcements in the top right corner of live dashboards page.
- Type your message.
- Choose the Queues to send it to.
- Toggle whether to include customers currently in live chats (blue = yes).
- Click Create Announcement.
This will immediately send out your message to customers queuing.
🖇️ Copy Embed URL
Click Copy Embed URL to share a dashboard with colleagues who don’t have a Talkative login. This link gives them view-only access to the live dashboard.
⏳ Time Travel Mode
Click the hourglass icon in the bottom right corner to use Time Travel Mode.
This lets you view the dashboard exactly as it appeared at any time in the past, ideal for analysing historic activity or comparing data across days.
🚦 Overriding Agent Statuses
As the Supervisor or Account Holder you have the power to change an agents status.
- Go to the Users panel in the Agent Overview dashboard
- Click the right side arrow to drop down a list of Users on the All Users or relevant Queue section
- Find the User you want to change status for and click on the status link
- Select the new status from the drop down and click the ☑️
⚠️ Ensure that when changing a status from unavailable to available that the agent is aware and able to accept interactions
👩🎨 Creating & Editing Live Dashboards
Step 1: Open the Dashboards Page
Head to Live Dashboards in the left-hand menu.
- Click New Dashboard in the top right to create one.
- To edit an existing dashboard, select it from the tabs and click Edit Dashboard.
Step 2: Configure Layout and Alerts
You’ll see a grid view with layout and permission options on the left.
- Rename the dashboard using the ✏️ pencil icon.
- Adjust the grid layout, columns, rows, and width.
- Add alerts to trigger when certain conditions are met (e.g. Wait Time > 2 mins).
- Preview alerts with the orange Preview button.
- Assign access to specific Roles or Groups.
- Set the dashboard to Public if you want to share it with someone outside Talkative.
Step 3: Add Widgets and Elements
- Click Add Template.
- Drag an Empty Widget onto your grid.
- Resize it using the blue corner dots.
- Add the element you want, such as charts, filters, or analytics reports.
- Rename and format each widget as needed.
- Click Save when finished.
❓FAQ’s: Live Dashboards
Can I display all channels in one dashboard view?
Yes — you can display all channels (Chat, Video, and Voice) in a single dashboard view.
To do this, make sure each channel is active in your organisation’s configuration. Once active, all available channels will appear in your dashboard.
You can then customise your layout in Edit Mode, for example, rearranging tiles, resizing widgets, or removing channels you don’t want to display.
Can I view agents and queues in the dashboard?
Yes — the Agents and Queues section appears just below your channels in the dashboard.
Here, you can monitor how many agents are available, unavailable, or assigned within each queue, as well as track pending or active interactions in real time.
You can click to expand any queue or individual agent to see more detailed stats — including interaction lists, customer names, and live availability updates.
