The Home Dashboard is your central view of support performance in Commslayer. It gives you and your team a real-time and historical picture of how your support operation is running — from response times and customer satisfaction to agent performance and AI automation.
What's on the dashboard
The Home Dashboard is made up of widgets organized into sections. The default layout includes:
- KPI stats — five key performance indicators shown at the top: First response time, Resolution time, Messages per ticket, Escalation rate, and One touch rate
- AI automation chart — a bar chart showing how many conversations the AI agent resolved vs. how many were handled manually
- CSAT distribution — a donut chart showing the breakdown of customer satisfaction ratings
- First response time by channel — response time split by inbox or channel
- CSAT over time — a line chart tracking your satisfaction score day by day
- Support volume — total conversations, backlog, closed, and unique conversations messaged
- Leaderboard — top performers across CSAT, response time, one touch rate, and resolution time
- Agent performance table — a full breakdown of every agent's metrics in one table
Date range
All metrics on the dashboard reflect the selected date range. Use the date picker in the top right to change the period. The dashboard compares the selected period against the previous one of equal length where applicable.
Customizing the layout
The dashboard layout is shared across your whole account — changes you make are visible to all agents.
To customize it:
- Click Edit layout in the top right of the Home Dashboard
- Add new widgets from the widget panel on the right
- Drag widgets to reposition them
- Resize widgets by dragging their edges
- Click Save when done
To reset the dashboard to its default layout, click Reset to default in the edit mode.
See Customizing your Home Dashboard for a full guide to widgets and layout options.