Conversation Reports
The Conversations report shows how much your team talks to customers and how well it keeps up: how many conversations were opened and closed, how quickly customers got a first reply, how long conversations took to resolve, which channels they came from, when customers write most, and how each teammate performed. It's the first tab in Reports.
Before you begin
- You need the See reports permission. See Reports overview.
- The SLA met figure uses each channel's First response target (minutes). Set it in the channel's settings. See Channel settings.
How to open the Conversations report
- Go to Reports. The Conversations tab opens first.
- Choose a date range and, if you like, a comparison period. See Reports overview.
The report covers conversations that started in the selected range.
Conversations overview
Reports › Conversations
The "Conversations overview" card with the figures Opened, Closed, First response (with "Median …"), Resolution (with "SLA met …%") and Messages ("… in · … out"), with comparison arrows, above the daily Opened vs Closed bar chart.
File: screenshots/conversation-reports-overview.png
| Figure | What it means |
|---|---|
| Opened | Conversations that started in the period. |
| Closed | How many of those conversations have been closed. |
| First response | Average time from the start of a conversation to the first reply from your team. The Median below it is the middle value, which isn't skewed by a few very slow replies. |
| Resolution | Average time from the start of a conversation until it was closed. SLA met shows the share of conversations that got their first reply within the channel's first response target. |
| Messages | Messages received from customers (in) and sent by your team (out). |
The chart below shows Opened and Closed conversations day by day. Click a day to see its numbers.
By channel
A donut chart shows where the opened conversations came from, with the average first response for each channel. Below it you'll see how many conversations were handled by AI without a person, that is, answered by an AI agent and never handed off to a teammate.
First reply came within
This chart groups conversations by how long customers waited for the first reply: 5 minutes, 5–15 minutes, 15–60 minutes, 1–4 hours, 4–24 hours and More than a day. Use it to see whether a slow average is caused by a few outliers or by most conversations.
Busiest hours (customer messages)
A heatmap shows customer messages by weekday and hour, in your workspace's time zone. Darker cells are busier. Use it to plan shifts and business hours.
Reports › Conversations › Busiest hours card
The heatmap with days of the week as rows and hours as columns, darker cells on weekday afternoons, and a tooltip on one cell like "Tue 14:00 · 52 messages".
File: screenshots/conversation-reports-busiest-hours.png
Team performance
The Team performance table lists each teammate with:
- Assigned: conversations from the period that are assigned to them.
- Closed: how many of those are closed.
- Replies: messages they sent in the period.
- First response and Resolution: the average times on their assigned conversations.
- CSAT: their satisfaction score from survey responses in the period.
Click a row to see that teammate's details. People who have left the workspace show as Former member.
Reports › Conversations › Team performance card
The Team performance table with four teammates and the columns Teammate, Assigned, Closed, Replies, First response, Resolution and CSAT.
File: screenshots/conversation-reports-team-performance.png
FAQ and troubleshooting
Why is First response empty or "—"?
No conversation that started in the range has received a reply yet. Try a longer range.
Why is SLA met empty?
The channels in this range have no first response target. Set First response target (minutes) in the channel's settings.
Why don't these numbers match the dashboard's reply time?
The Dashboard's reply time card counts only business hours and measures waits after each unanswered customer message. This report measures calendar time from the start of each conversation.
The report says "No conversations yet"
Connect a channel and conversations show up here. See Connecting channels.