The Support volume section of the Home Dashboard shows how much work your team is handling in the selected period. These four metrics give you a high-level view of incoming demand and how well your team is keeping up.
Total conversations
What it measures: The number of conversations created across every inbox during the selected period.
This is your raw volume number — how many customer interactions came in. Use it to spot busy periods, seasonal spikes, or sudden increases that may need extra staffing.
Backlog
What it measures: Conversations created in the selected period that aren't resolved yet. That covers open conversations, conversations in your Pending list and conversations the AI agent is still handling.
A lower number is better. A growing backlog means conversations are coming in faster than your team is resolving them. To see everything your team holds right now, whatever the date, use the Team workload widgets.
Closed
What it measures: The number of conversations resolved during the selected period.
This is your output — how many conversations your team actually closed. Compare it to Total conversations to get a sense of whether your team is keeping pace with demand.
Unique conversations messaged
What it measures: The number of conversations where at least one agent sent a reply during the selected period.
This differs from Closed in that a conversation counts here as soon as an agent replies, even if it hasn't been resolved yet. It's a useful measure of how many conversations your team actively touched.