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Inbox
Inbox
Conversations the AI agents have handed off to a human.
Assigned to me
4
Unassigned queue
7
Breaching SLA soon
2
Resolved today
18
My conversations
Unassigned queue
Alex Park
Refund not received after return
waited 3m
MC
Daniel Ross
Wrong item shipped — wants replacement today
waited 9m
MC
Priya Nair
Asking about a bulk corporate order
waited 1m
MC
Sofia Marin
Damaged package — requesting compensation
waited 5m
MC
AP
Alex Park
With you Web Chatcv-1 SLA 8:24
Customer
Past conversations
Order tracking
Resolved by AI · 2 weeks ago
Size exchange
Resolved by Omar · 1 month ago
Hi — I returned a jacket 10 days ago and still haven't got my refund. Order NR-44120.
Thanks Alex! I can see return NR-44120 was received on the 12th. Refunds usually post within 5–7 business days.
It's been 10 days. This is really frustrating, I need that money back.
Handed off to you · low confidence + customer upset
Hi Alex, Maya here — I'm sorry about the wait. Let me look into this refund right now and get it sorted.
AI handoff summary
Customer's refund for NR-44120 is past the usual window. The AI confirmed the return was received but cannot trigger a manual refund. Suggested: verify refund status in the payment system and process manually.
Agent trace
Intent detected
refund_status — confidence 0.58
Knowledge retrieved
Returns policy · refund timelines
Tool called
order_lookup(NR-44120) — return confirmed
Escalation triggered
Confidence below 60% · negative sentiment
Copilot reply-assist
Suggested reply: confirm the refund is being processed manually and give a clear timeline.
Insert draft reply
Refund policy
Work
My Stats
Your support performance.
Conversations handled
142
Avg handle time
6m 12s
CSAT
4.6
SLA met
96%
By channel
Web Chat61%
Voice22%
WhatsApp11%
Email6%
By topic
Refunds38%
Shipping issues29%
Order changes21%
Other12%
Recently resolved
| Customer | Topic | Channel | Handle time | CSAT |
|---|---|---|---|---|
| Nina Walsh | Refund processed | Web Chat | 4m 30s | 5 |
| Carl Jensen | Address change | Voice | 7m 02s | 5 |
| Ivy Chen | Damaged item | 9m 41s | 3 |
Work
Macros
Saved replies you can drop into a conversation.
Your macros
14 macros · 4 categories| Macro | Category | Preview | Used | |
|---|---|---|---|---|
| Refund — manual processed | Refunds | I've processed your refund manually — it will appear in 3–5 days... | 212 | |
| Shipping delay apology | Shipping | I'm really sorry your order is delayed. Here's what I can do... | 188 | |
| Greeting — handoff pickup | Greetings | Hi, this is Maya from Northwind support — I'll take it from here... | 340 | |
| Closing — resolved | Closing | Glad I could help! Is there anything else I can do for you today? | 401 |
Work
Knowledge
Search the same knowledge the AI agents use. Managed in Leo AI Studio.
Returns & Refunds
Refund timelines, return windows, exceptions.
28 articles
Shipping
Carriers, transit times, lost-package handling.
19 articles
Billing
Charges, subscriptions, payment issues.
15 articles
Recently viewed
Refund processing timelines
Returns & Refunds · updated 3 days ago
Lost-in-transit compensation policy
Shipping · updated 1 week ago
Duplicate-charge resolution steps
Billing · updated 2 weeks ago
Team
Team Overview
Live state of the support team.
Agents online
5 / 7
Queue depth
7
SLA compliance
94%
Avg wait time
2m 40s
Support agents
| Agent | Presence | Active | Handled today | Avg handle | CSAT |
|---|---|---|---|---|---|
MC Maya Chen | Available | 4 | 18 | 6m 12s | 4.6 |
OF Omar Farah | Available | 3 | 22 | 5m 40s | 4.8 |
LK Lena Korhonen | Away | 0 | 14 | 7m 05s | 4.5 |
RP Raj Patel | Available | 5 | 20 | 6m 50s | 4.7 |
SD Sara Diaz | Offline | 0 | 9 | 6m 30s | 4.6 |
MC
Maya Chen
AvailableSupport Agent
Handled today
18
Avg handle time
6m 12s
CSAT
4.6
SLA met
96%
Active conversations
| Customer | Topic | Channel | SLA |
|---|---|---|---|
| Alex Park | Refund not received | Web Chat | 8:24 |
| Daniel Ross | Wrong item shipped | Voice | 3:58 |
Team
Team Performance
How the desk is performing over time.
Conversations handled
2,840
SLA compliance
94%
Avg CSAT
4.6
Avg handle time
6m 28s
By agent
| Agent | Handled | Avg handle | CSAT | SLA met |
|---|---|---|---|---|
| Omar Farah | 624 | 5m 40s | 4.8 | 97% |
| Raj Patel | 588 | 6m 50s | 4.7 | 95% |
| Maya Chen | 561 | 6m 12s | 4.6 | 96% |
| Sara Diaz | 540 | 6m 30s | 4.6 | 92% |
| Lena Korhonen | 527 | 7m 05s | 4.5 | 90% |
Team
Routing & SLA
How handed-off conversations are assigned and what targets apply. Which AI conversations escalate is set per-agent in Leo AI Studio.
Assignment
Auto-assign new handoffs
Route to an available agent immediately
Business hours
SLA targets
| Priority | First response | Resolution | Status |
|---|---|---|---|
| Urgent | 2 min | 30 min | On track |
| High | 5 min | 2 hours | On track |
| Normal | 15 min | 8 hours | At risk |
Account
Availability
Your presence controls whether new conversations route to you.
Presence
Available
New conversations route to you.
Away
Finish current work, no new routing.
Offline
Not handling conversations.
Capacity & hours
Today
Account
Settings
Your personal preferences.
General
Notifications
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