# Real-time Monitoring

Real-time monitoring allows you to monitor your incoming and ongoing Live Chat conversations in real-time.

To access the Omnichannel Real-time monitoring dashboard, Go to **Administration > Omnichannel > Real-time Monitoring**.

These monitoring metrics can be filtered by the **department** and set to be updated in a specified amount of time by changing the **Update every** field.

When a [Live Chat](https://funke-olasupo.gitbook.io/user-guide/6.5/use-rocket.chat/omnichannel/livechat-widget-installation) conversation is initiated, it is reflected immediately on the monitoring dashboard in real-time.

## Monitoring Conversations Metrics

This section shows matrices about all Live Chat conversations.

* **Total Conversations:** It represents the total number of conversations at the current time.
* **Open Conversations**: This shows the number of open conversations for your selected department at the current moment.
* **On Hold Conversations**: This shows the number of conversations on hold at the moment.
* **Total Messages:** It represents the total number of messages received in all the current-day conversations.
* **Total** **Visitors:** It represents the total number of Live Chat users for your selected department for the current day.

## Monitoring Chat Metrics

* **Total Abandoned Chats:** It represents the total number of conversations abandoned by the visitor for your selected department's current day.
* **Average of Abandoned Chats:** Shows in percentage the number of abandoned chats.
* **Average of Chat Duration Time:** It represents the average duration of all the conversations of your selected department for the current day.

## Monitoring Live Chat Metrics by Time

* **Busiest Time:** It represents the hour(s) during the current day when you received the largest number of incoming chats.
* **Average of Service Available Time:** It represents how many hours the Omnichannel service was available during the day. It means that at least one agent is available to serve Omnichannel conversations.
* **Average of Service Time:** It represents the average time the agents spend serving chats in the current day.
* **Average of Response Time:** If the selected chat pickup method is auto-selection, the chat is automatically assigned to an agent. This metric represents the average of agents' responses to all the conversations automatically assigned to them.
* **Average of First Response Time:** This matrix represents the average of the agent's first response to all the chats he picks up.
* **Average of Reaction Time:** This metric represents the average of the agent's reaction to the assigned chats.
* **Average of Waiting:** It represents the average time your visitor spent in the waiting queue.
