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: The number of open and pending conversations still waiting on your team right now.
A lower number is better. The backlog is a live number — it reflects the current state of your queue, not just the selected period. A growing backlog means conversations are coming in faster than your team is resolving them.
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.