> For the complete documentation index, see [llms.txt](https://help.zaapi.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.zaapi.com/analytics/live-dashboard.md). # Live dashboard The **Live** page is your real-time command centre. It always shows the current state of your open tickets across every connected integration — right now, this minute. Unlike every other page in Analytics, Live has **no date picker**. The other pages answer *"how did we do over this period?"* Live answers a different question: *"what needs attention right now?"* Use it for live triage and staffing through the day. *** ### How Live is different from the rest of Analytics * **No time period.** Live is always "now." There's nothing to select. * **It auto-refreshes every 30 seconds.** The header shows when it last updated (e.g. *"Updated 24s ago"*), and you can force a manual refresh with the **Refresh** button any time. * **It only counts tickets that are open right now.** Closed and resolved tickets don't appear here — you'll find those on the period-based pages. * **It spans all your integrations.** The chip at the top (e.g. *"13 Integrations"*) shows how many connected channels and stores are feeding into this view. Because of this, Live numbers won't match the Overall page — that's expected. Live is a point-in-time snapshot of open work; Overall reports on a date range and includes closed tickets. See How we calculate analytics for the full explanation. *** ### Total open tickets The total number of tickets **currently open** across all your integrations. It's split two ways: * **Assigned** — a specific agent owns the ticket. * **Unassigned** — the ticket is still in the queue and needs routing to someone. "Open" here means not closed or resolved at this moment. This is the live equivalent of the **Open tickets** backlog you'll see on the period pages — the difference is that this one is measured right now, rather than at the end of a selected period. *** ### Unreplied — SLA breach Open tickets where the customer is **waiting on a reply and that wait has passed your response SLA**. These are the tickets at risk of (or already delivering) a slow experience, surfaced so your team can jump on them first. A ticket appears here when its most recent message is from the customer and it has gone unanswered for longer than your SLA threshold. *** ### Open tickets by agents The current workload for each agent, **sorted by number of active tickets** so your busiest people are at the top. An **Unassigned** row sits at the top of the list showing everything that still needs routing. Use this to balance load in real time — pull tickets out of Unassigned, or move work off an agent who's underwater onto someone with capacity. *** ### Open tickets by integrations A pie chart breaking down all your currently-open tickets by the **integration** they belong to — each connected store or channel account (for example *Sticker Store*, *UniquerTH*, *Doi Sportswear*). Every segment shows that integration's open-ticket count and its share of the total. Use it to spot where today's volume is concentrated — for instance, one store suddenly spiking — and direct attention accordingly. *** ### Good to know * **Why don't Live numbers match the Overall page?** Live is "now" and only counts open tickets; Overall is a date range and includes closed tickets. They're answering different questions. * **Does an AI Agent reply count as a reply?** A substantive AI reply counts as a response (so the ticket is no longer "unreplied" or "new"); a templated auto-acknowledgement does not — same rule as everywhere else in Analytics. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.zaapi.com/analytics/live-dashboard.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.