Customizing your Home Dashboard

You can add, remove, resize and rearrange widgets on the Home Dashboard. The layout is shared across your account, so every administrator and manager sees the same dashboard. Only administrators can edit it. Managers see the Customize button greyed out.

Entering edit mode#

1. Go to the Home Dashboard.

2. Click the Customize icon in the top right corner.

   

3. The page title changes to Edit dashboard. Widgets become draggable and a Widgets panel opens on the right. Nothing is saved until you click Save.

Adding widgets#

1. In the Widgets panel, click Add chart.

   

2. Pick how you want the data drawn (stat, line, bar, donut, podium, table or progress), then pick the metric. You can search the metric list.

   

3. The widget lands at the bottom of the layout. Drag it to where you want it.

Layout elements such as groups, sections and text are dragged from the panel straight onto the grid.

What each widget shows: Home Dashboard overview →

Removing widgets#

1. In edit mode, hover over a widget.

2. Click the remove icon (✕) in the widget's top right corner.

   

You can add a removed widget back at any time from the widget panel.

Moving and resizing widgets#

• Move: drag a widget by its header.
• Resize a chart: hover over it and drag any edge or corner.
• Resize a layout element: drag its bottom-right corner.

Layout elements#

Besides data widgets, you can drag in layout elements to structure your dashboard:

• Group: a container for widgets that move together, shown as a card or plain. Removing a group removes the widgets inside it too.
• Section: a title and short description that opens an area of the dashboard.
• Text: free text with a choice of size, weight and color.
• Banner: a colored message strip for announcements or reminders.
• Divider: a horizontal line that separates areas.
• Spacer: empty space to push widgets around.

Saving your layout#

Click Save in the top right. Everyone on the account sees the updated layout immediately. Cancel throws away your unsaved changes.

Resetting to the default layout#

1. In edit mode, click Reset to default.

   

2. Click Reset layout to confirm.

3. Click Save.

The reset only changes what's on screen until you save. Remove all widgets clears the grid the same way, so you can start from nothing.

Example layouts#

There are no ready-made templates. These are widget sets you can build by hand for different roles. Each line names the chart type and the metric.

Executive overview#

A high-level snapshot for founders and managers.

• Stat: CSAT score
• Stat: AI automation rate
• Stat: Total conversations
• Stat: Closed
• Stat: Backlog
• Line: CSAT over time
• Line: Created vs closed tickets

Team performance#

For support managers who track individual agents and want to spot who needs coaching or recognition.

• Stat: First response time
• Stat: Resolution time
• Stat: Escalation rate
• Stat: One touch rate
• Podium: Top CSAT
• Podium: Fastest response
• Podium: Best one touch
• Podium: Fastest resolution
• Table: Agent performance

AI agent monitor#

For teams improving their AI agent, focused on where it succeeds and where it falls short.

• Stat: AI automation rate
• Stat: Escalation rate
• Stat: Messages per ticket
• Bar: AI automated vs manual

Daily operations#

For agents and team leads who need a live view of the queue.

• Stat: Total open
• Stat: Total pending
• Stat: Total assigned
• Stat: Average per agent
• Stat: Backlog
• Progress: First response time by channel
• Table: Workload by agent

Customer satisfaction focus#

For teams working to raise CSAT.

• Stat: CSAT score
• Stat: First response time
• Stat: One touch rate
• Donut: CSAT distribution
• Line: CSAT over time
• Podium: Top CSAT

Volume and capacity planning#

For managers planning staffing or spotting seasonal trends.

• Stat: Total conversations
• Stat: Closed
• Stat: Backlog
• Stat: Unique conversations messaged
• Stat: Average per agent
• Line: Created vs closed tickets