Live board, custom dashboards and scheduled reports

These screens are part of Cliedesk Pro. You need View reports. Open them from the links under the tabs on Reports.

Live board

Reports → Live board shows what is happening now. It updates every 10 seconds.

• Per queue: Open, Unassigned, Waiting and Snoozed. The numbers are the same as in the inbox.
• Longest wait, SLA at risk and AI agent load.
• Agents: status, time in the status, open conversations and capacity.
• Today: first response time, CSAT and new conversations per hour.
• With a voice channel: calls waiting, the longest call wait and missed calls.

Press Full screen to show the board on a wall screen.

To move the unassigned conversations of a queue:

1. In the queue’s row, choose the agent in Move unassigned to.
2. Press Move.

This needs Assign to others (Agents and above). To change an agent’s status, choose it in the Status column. This needs Manage team (Supervisors and above). Every change is written to the event log.

Custom dashboards

Reports → Custom dashboards has your own dashboards.

To build one:

1. Enter a name under New dashboard and press Create. Or press Add next to a template.
2. Press Edit charts.
3. In Add a chart, choose the chart, what to Count, how to Add up as (count, sum, average, median, min, max, percentile, moving average), the Time bucket and Split by. Press Add chart.

Charts use the same numbers as the built-in reports. Your product, team and queue access always applies. A dashboard with more than 30 charts shows a warning, because it may load slowly.

A dashboard is private. People with Manage dashboards (Supervisors and above) can share dashboards with everyone who views reports.

Custom metrics

In Custom metric, give a name and choose Ratio, Percentage or Difference of two counts, for example refund conversations ÷ order conversations. Every chart can then use it.

Ask your data

Type a question, for example “refund requests per product last month”, and press Ask. AI turns it into a chart. Below the chart you see the query in plain words. The data is read with your access, and nothing is changed. Press Pin to dashboard to keep the chart. You can ask 20 questions an hour.

Export and import

Press Export JSON to download a dashboard. On another site, paste the file in Import a dashboard (JSON) and press Import. Custom metrics come along. A file that is not a Cliedesk dashboard is refused.

Scheduled reports

Reports → Scheduled reports sends reports by email:

1. Enter a name, choose A dashboard (PDF or CSV) or An export of conversations (CSV, XLSX or JSON).
2. Choose How often, the day and the hour.
3. Choose Send it to me and add Other email addresses. Outside addresses need Export reports.
4. Press Save schedule.

Exports neutralise spreadsheet formulas. Large files come as a link that works for 7 days. A schedule runs for 12 months. Then you get a reminder; press Renew to keep it. If a manager changes your schedule, they become its owner, and it then shows only what they may see.

Data warehouse export

Administrators with Export reports can send conversations, messages and events as JSONL files to S3-compatible storage or a folder on the server. The first run sends everything. Later runs send only what changed. A failed upload is tried again later without duplicate records. A folder on the server is kept in the private Cliedesk folder. On servers that do not read .htaccess files (for example Nginx), ask your host to set CLIEDESK_PRO_WAREHOUSE_DIR to a folder outside the web root first, or use S3-compatible storage.