Home

Home answers one question: where do I start?

It is not a dashboard. Performance figures live in Analytics, where you look at them when you ask yourself the question, not the moment you open your day. Here, every number is work to do, and clicking it takes you to the matching list, already filtered.

The first day, and every other day

Home changes once, and only once.

Until the workspace is set up, it shows nothing but the getting-started steps: four of them (confirm your address, give your agent its voice, connect a channel, handle your first conversation), one expanded at a time. A workspace without a channel will never receive a conversation: showing it an empty work list would hide the only thing there is to do.

Once the four steps are done, the getting-started block folds into one line, drops to the very bottom of the page, and gives way to the state of the workspace. It does not disappear: you come back to it for a setting, and a section you cannot find is worse than a section you do not need.

Where your workspace stands

Tiles, in the order in which things get expensive.

What can cost you a customer

Customers who got nothing. A customer wrote, and nothing went out to them: the send was blocked, the 24-hour window was closed, the reply failed, or the agent produced nothing. The conversation looks normal in the inbox, and that is exactly the problem: nobody opens it, because nothing looks wrong.

Bounded to the last thirty days. These threads never close on their own (auto-close refuses to close them), so without a bound Home would count, every morning, the customers dropped eight months ago, and today's work would be buried underneath.

Overdue cases. Their resolution deadline has passed.

What has no owner

Nobody assigned. Neither an agent nor a person: the agent was set aside and no colleague took over. It is the queue everyone looks at believing a colleague is on it.

The rest

Assigned to me, Open conversations, Held by the agent.

Who carries what, finally: one line per person holding at least one conversation. Colleagues at zero are not listed; a list of twelve names at zero says nothing, and the line that matters would drown in it.

What the screen does not do

An alert tile at zero does not appear. It is not greyed out, it is not there. An alert stuck at zero teaches you to stop looking at it, and the day it reads seven, you no longer see it. Neutral tiles stay: they describe the normal state.

No alert comes to find you. Home shows what is wrong, it does not warn you. You have to open the page.

The screen does not refresh on its own. Reload to see the current state.

Going further

Three cards to the inbox, the knowledge hub and analytics. They count nothing: they explain what each section does, for someone who just arrived.

News

Below the state of the day, two lists. On your website: the pages of your site the agent has explored (articles and news first, otherwise the most recent pages); without an explored site, the list says what to do and leads to Knowledge. At Magnitude: the latest product news, each with the documentation page that explains it.

What does not exist yet

• There is no "the team" view: what belongs to your colleagues is not shown to you, except what is overdue, unowned, or in "who carries what".
• Tiles cannot be configured. Everyone sees the same ones, in the same order.