Use Ruut’s Overview report at the start of a shift to see the current queue, agent availability and workload.
Open the report
In your Ruut dashboard, select Reports → Overview.
Read the live cards
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Open: conversations currently awaiting work.
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Unattended: conversations awaiting an agent’s attention.
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Unassigned: conversations with no assigned agent.
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Pending: conversations waiting in the pending state.
Use All Teams to focus the conversation cards on a team. These counts can overlap; do not add them together as a total.
Check availability and traffic
Agent status shows Online, Busy and Offline agents. The Conversation Traffic heatmap shows when conversations arrive; Resolutions shows when conversations are resolved. Each heatmap has its own date and inbox selectors. Hover over a cell to inspect an hour.
Balance the queue
Conversations by agents and Conversations by teams show Open and Unattended workloads. Use them to decide where attention is needed before reassigning work.
Example: if Unassigned is rising while an agent is Online, check your assignment process. If Unattended stays high, review the oldest waiting conversations.
The screenshot below is an example from Ruut. Live values change as your team works.