> 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.