The Overview in Sales is a feature of the Sales module in Zenvia Customer Cloud. Here, you'll find an overview of the reports with metrics of your sales interactions, both from your users and your contacts.

⚠️ Attention: This feature is only available to users with Operator, and Admin profiles.

How to Analyze Data in the Sales Overview

To access this feature, simply go to Sales > Overview.

On this screen, you'll see metrics related to actions taken in the Customer Inbox. See what each graph represents:

Contacts Waiting

The line acts like a thermometer and shows the quantity of contacts not attended to by a user. The number next to Contacts Waiting indicates the total number of contacts not attended to.

The color of the line varies depending on the wait time for assistance, which starts counting from the entry of the contact into the Customer Inbox:

• Green: less than 1000 minutes;
• Yellow: between 1000 and 20000 minutes;
• Red: more than 20000 minutes.

New

In the New column, you'll see new contacts awaiting assistance, including information like name, group, and wait time. The number next to New indicates the quantity of new contacts not attended to.

Transferred

The Transferred column shows the quantity of contacts transferred to another user and contains their details such as name, group, and wait time.

💡 Tip: You can download the information from this graph in CSV format.

First Response Time

Shows the average time your team takes to respond to contacts in the Customer Inbox. Additionally, it allows you to compare this number with previous periods. 

This average metric does not consider the time of users who are outside of business hours, nor does it include quick responses or those coming from the bot flow.

New Contacts

In New Contacts, you'll see the quantity of new contacts created in the last 7 days.

💡 Tip: You can download the list in CSV format.

Consultants

Summarizes the activities of your users and provides details such as:

• Branch Name: represents the name of your company's branch;
• Team: displays all members of your team;
• Last Activity: time period since the last activity, whether it's seconds or X days;
• Activities Completed: quantity of activities performed in the last 24 hours;
• Contacts Accepted: quantity of contacts accepted on the day to start an interaction;
• Delay in Attending: sum of time elapsed for the contact to receive assistance.

⚠️ Attention: If a user doesn't perform an action (for example, sending a message or closing the interaction), they will be considered inactive, and their activities will not be displayed.