# Source: https://docs.asapp.com/agent-desk/insights-manager/live-insights.md

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.asapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Live Insights Overview

> Learn how to use Live Insights to monitor and analyze real-time contact center activity.

Live Insights provides tools to track agent and conversation performance in real time. You can:

* Monitor all queues
* Monitor alerts
* Drill down into each queue to gain insight into what areas need attention

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</Frame>

1. The Overview page (All Queues) shows a summary widget for each configured queue.
2. Click a **queue tile** or select a **queue** from the header dropdown to navigate to the Queue Details page.

## Monitor Performance per Queue

The Queue Details page for each queue shows performance across the most important metrics.

All metrics that the dashboard displays update in true real time. You can categorize metrics either as "Right Now" or "Current Period":

* Right Now metrics update immediately upon a change in the ecosystem.
* Current Period metrics will constantly update in aggregate over the day.

## Information Architecture

ASAPP continues to improve the Live Insights experience with new touch points to host live transcripts and to scale up when introducing new metrics and performance signals.

<Frame>
  <img src="https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=4c8e1176ac898a5bfef9ed93fe02d4c1" data-og-width="1778" width="1778" data-og-height="1268" height="1268" data-path="image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?w=280&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=7bb6fbd892770c4a5dccf65550f2f630 280w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?w=560&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=cec2b5287c0fb1b6c9439868122527a0 560w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?w=840&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=bfcc86c98e892a706722174326879d74 840w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?w=1100&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=d51e84bc9a7fe318632ed6b09e130251 1100w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?w=1650&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=d8b4367bf43561e2e968b4f45858772f 1650w, https://mintcdn.com/asapp/V0FXHedP7HW51oOw/image/uuid-bf8c4354-9a8c-4681-1308-58e471b6443e.png?w=2500&fit=max&auto=format&n=V0FXHedP7HW51oOw&q=85&s=4f723295e1355d74081693b3cf644e79 2500w" />
</Frame>

1. **All Queues** → Provides a performance overview of all queues and queue groups. Also provides customization tools to show/hide queues and create/manage queue groups.
2. **Single Queue and Queue Groups** → These now include two pages:

   * **Conversations:** Displays performance data for all conversations currently connected to an agent, as well as live transcripts and alerts.
   * **Performance:** Displays queue performance data, both for 'right now' and rolling 'since 12 am'. It also provides agent performance data and showcases feedback that customers send.

### Two Views: Conversations & Performance

<Tabs>
  <Tab title="Conversations">
    <Frame>
      <img src="https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=cf11cf95e5209aa12e325be8a6a2fc0d" data-og-width="1978" width="1978" data-og-height="1317" height="1317" data-path="images/messaging-platform/live-insights.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?w=280&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=9fc2d7e9dd5d75e17f76622f34da5528 280w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?w=560&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=243f7cbb790fd52f7c28cfeb91cb4fc4 560w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?w=840&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=27a625108c4731eeb772e098f61b0969 840w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?w=1100&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=11ebbdaa1b3141ae7fd349992b94e6c3 1100w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?w=1650&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=ec6664fdc00579c483735c575498fd82 1650w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/live-insights.png?w=2500&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=76bab277e450cdc747d09a9af09c6143 2500w" />
    </Frame>
  </Tab>

  <Tab title="Performance">
    <Frame>
      <img src="https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=6de15f391d3583a1cb15ed519f86bb1b" data-og-width="1967" width="1967" data-og-height="1222" height="1222" data-path="images/messaging-platform/insights-performance-view.png" data-optimize="true" data-opv="3" srcset="https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?w=280&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=041f202c1fca58d5ddab9524d9b2fb87 280w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?w=560&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=efa3be09265b5c4611c595d309d582e2 560w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?w=840&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=6b6f6ca4c6a48e66abe4f35075008c0e 840w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?w=1100&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=32fa9efbf59590b7b0c578299f29726a 1100w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?w=1650&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=e812efc6a6aa3ff2c43d7b30b742b3a6 1650w, https://mintcdn.com/asapp/3gV5ovdpglqSwLMa/images/messaging-platform/insights-performance-view.png?w=2500&fit=max&auto=format&n=3gV5ovdpglqSwLMa&q=85&s=fdcbe2e31e7892beba69366f8315167d 2500w" />
    </Frame>
  </Tab>
</Tabs>

**Conversations:**

Displays performance data for all conversations currently connected to an agent, as well as live transcripts and alerts.

**Performance:**

Displays queue performance data, both for 'right now' and rolling 'since 12 am'. It also provides agent performance data and showcases feedback that customers send.