Reports answer questions about the team: who handled how much, how quickly, and how it compares.
The screens
| Screen | What it is for |
|---|---|
| Overview | a live snapshot plus traffic and resolution heatmaps |
| Conversations | the core metrics over time, with a drill-down to the records |
| CSAT | every customer rating, as a table you can filter |
| Agents | the same metrics per agent, with a page per person |
| Inboxes | the same metrics per channel |
| Labels | the same metrics per label |
| Teams | the same metrics per team |
Every one of them takes a date range — last 7, 14 or 30 days, this or last month, the last 3, 6 or 12 months, or a custom range — and most take a grouping: day, week, month or year.
Overview
Two different kinds of number share this screen, and it is worth knowing which is which.
The Live row is now. Open, Unattended, Unassigned, Pending. These are counts at this moment and they ignore the date range completely. Unattended is the one to watch: a conversation nobody has answered yet, or one where the customer is still waiting.
The heatmaps are history. Conversation Traffic and Resolutions, by day of the week and hour of the day, over the range you chose. They are where staffing decisions come from: the busiest hours are rarely the ones people assume, and the gap between the traffic map and the resolution map is where the queue builds.
Conversations
The headline metrics over time:
- Conversations, Messages received, Messages sent — totals
- First Response Time, Resolution Time, Customer waiting time — averages
- Resolution Count — a total
Each average tells you how many conversations it was computed from. An average first response time calculated from four conversations is not a measurement of your service, and the screen says so rather than letting you quote it.
Click a bar to see the records behind it. The drill-down lists the actual conversations or messages in that bucket — which turns "Tuesday looks wrong" into "these are the eleven conversations on Tuesday". Drill-down is for administrators only.
Business hours
There is a Business Hours switch on this screen. With it on, response and resolution times count only the hours your channels are open. A conversation that arrived at 7pm and was answered at 9am is a fourteen hour wait on the clock and a few minutes of your working day. Which number is fair depends on what you are asking; keep the setting consistent when you compare two periods.
Agents, Inboxes, Labels, Teams
The same metrics sliced four ways, each with an overview table and a page per row. Each can be downloaded as a CSV.
The useful comparison is rarely the ranking. It is the shape: an agent with a high conversation count and a high resolution time is probably picking up everything and finishing nothing; a channel with a slow first response is usually one nobody has made a habit of watching.
CSAT
Every rating a customer left, with the agent, the channel, the conversation and the comment. Filter by agent, inbox, team or rating, and download it.
CSAT only exists where you switched the survey on, per channel, and only for conversations that were resolved. See Ask customers how you did.
Bot reports
Where you run an agent bot, this screen shows how many conversations it handled, how many it resolved itself, and how often it handed over. The handoff rate is the honest measure of a bot: a bot that resolves nothing but routes correctly is useful, and a bot with a high resolution rate and angry follow-up conversations is not.
Limits
- Reports are account-wide. They are not filtered to what you personally can see.
- Averages do not show the tail. Use the drill-down to find the conversations that dragged a figure.
- "Not enough data" is a real answer. A chart that refuses to draw is refusing to imply a trend from three points.
Who can see this
Administrators. The drill-down into individual records is administrators only as well.