Manager Dashboard
The Manager Dashboard gives managers, directors, and admins a real-time view of how quickly their team is responding to guests. It focuses on one critical metric: how long have guests been waiting for a reply?
To open the Manager Dashboard, click Manager Dashboard in the sidebar.
Why It Matters
When a guest sends a message and no one replies, the conversation starts to escalate. The longer the wait, the worse the guest experience. The Manager Dashboard makes it easy to spot conversations that need immediate attention — before the guest gives up or becomes frustrated.
Escalation Levels
Every open conversation is assigned an escalation level based on how long the oldest unread guest message has been waiting:
| Escalation Level | Waiting Time | What to do |
|---|---|---|
| Normal | 0 – 15 minutes | Response is within the expected window — no action needed |
| Need Reply | 16 – 20 minutes | Starting to take a while — a staff member should reply soon |
| Hurry | 21 – 30 minutes | Guest has been waiting too long — assign someone immediately |
| Critical | Over 30 minutes | Urgent — this conversation must be addressed right away |
Dashboard Overview
The top of the page shows a summary snapshot of all currently open conversations:
| Metric | Description |
|---|---|
| Total Open | Total number of active conversations right now |
| Health % | Percentage of conversations that are Normal or Need Reply (not yet escalated) |
| Normal | Count of conversations within the 15-minute window |
| Hurry | Count of conversations at the 21–30 minute level |
| Critical | Count of conversations past 30 minutes |
A high Health percentage (close to 100%) means your team is responding promptly. A low percentage is a signal to investigate staffing or workload.
Escalated Conversations List
Below the summary, the Escalated Conversations list shows every conversation currently at “Hurry” or “Critical” level. The list is sorted by waiting time — the longest-waiting conversation appears first.
Each row shows:
- Guest name — Who is waiting
- Service center (division) — Which team this conversation belongs to
- Waiting time — How many minutes the guest has been waiting
- Escalation level — Color-coded badge (orange for Hurry, red for Critical)
If all conversations are healthy, the list shows a confirmation message instead: All conversations healthy!
Refreshing Data
The dashboard does not update automatically. Click Refresh to pull the latest data. It is good practice to refresh every few minutes during busy periods.
Acting on Escalated Conversations
The Manager Dashboard is a monitoring tool — it tells you which conversations need attention, but you handle them in the Conversations module. Use the conversation ID or guest name to locate the escalated chat and either reply yourself or reassign it to an available staff member.
Role Requirements
| Action | Minimum role required |
|---|---|
| View the Manager Dashboard | Manager |