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

# Overview

> Insights Overview KPIs across chat, calls, tickets, meetings, and outreach

**Insights Overview** shows KPIs across chat, calls, tickets, meetings, and outreach. Open **Insights → Overview** in the project sidebar.

[Operate](/docs/operate) is where your team works conversations and tickets day to day. Insights measures those outcomes. You need analytics on your plan. If the page asks you to upgrade, unlock analytics first.

## Open Overview

<Steps>
  <Step title="Open your project">
    Sign in and open the project you want to measure.
  </Step>

  <Step title="Go to Insights Overview">
    In the project sidebar, under **Insights**, select **Overview**.
  </Step>
</Steps>

## Prerequisites

* Analytics entitlement on your plan
* Access to view Insights for this project
* Access to optional panels you want to see (tickets, meetings, handovers, WhatsApp)

## Filter

Use **Select Date Range** (Today, This Week, This Month, Last Month, This Year, or Custom Range). There are no channel or direction filters on this page. Insights pages do not export CSVs.

## Headline cards

| Title                | Meaning                                     |
| -------------------- | ------------------------------------------- |
| New Lead(s)          | Unique new contact(s) from chat and inbound |
| Live Conversation(s) | Active now, started in this range           |
| Total Message(s)     | Chat volume in this range                   |
| Voice Minutes        | Total conversation duration                 |

Where the product provides links, cards open deeper Insights or Operate pages.

## Breakdown panels

Donut (or similar) panels include:

| Panel             | Subtitle / slices               |
| ----------------- | ------------------------------- |
| Chat              | Resolved vs unresolved          |
| Calls             | Resolved vs unresolved          |
| Tickets           | Ongoing, Resolved, Closed       |
| Meetings          | Scheduled, Cancelled            |
| Handover          | Pending, In progress, Completed |
| WhatsApp messages | Sent, Delivered, Read, Failed   |

Panels you lack permission for stay hidden or empty. If some metrics fail to load, the page may still show the rest and warn that not all overview metrics loaded.

<Check>
  Pick This Month and confirm headline cards and at least the Chat and Calls panels show data (or zeros) for your project.
</Check>

## Empty state

If nothing is available for the range: **No overview metrics are available for this date range.** Widen the range or confirm traffic exists in [Operate](/docs/operate).

## Chat and Calls

Overview is a rollup. Drill in when you need filters and trends:

<CardGroup cols={2}>
  <Card title="Chat" icon="comments" href="/docs/insights/chat">
    Chat Insights for messaging channels and **Web voice** — channel filter, engagement, sentiment, topics. Not phone inbound or outbound.
  </Card>

  <Card title="Calls" icon="phone" href="/docs/insights/calls">
    Call Insights for **phone** voice only — Inbound / Outbound direction, duration trends, and call outcomes.
  </Card>
</CardGroup>