Reports Overview
Reports show how your team and your customer conversations are performing: how many conversations come in and how fast you reply, what's happening right now, how satisfied customers are, and how your tickets, deals and broadcasts are doing. Every report lives on one Reports page with tabs, a shared date range and a comparison period, and you can click any number or chart to see what's behind it.
Before you begin
- You need the See reports permission. Owners, Admins, Managers and Viewers have it by default; Agents don't, unless an admin gives it to them with a custom role.
- Some tabs depend on your plan and permissions (see the table below).
How to open Reports
Click Reports at the bottom of the left menu. The page opens on the Conversations tab. Each tab starts with a one-line description of what it measures.
Reports
The Reports page with the tab row (Conversations, Live, Contacts, Satisfaction, Forms, Tickets, Sales, Broadcasts, Spaces, Projects & time), the description line, the date range button set to "Last 30 days", the Compare menu set to "Previous period", and the first report cards.
File: screenshots/reports-overview-page.png
The reports
| Tab | What it shows | Shown when |
|---|---|---|
| Conversations | Volume, first response and resolution times, channels, busiest hours, team performance. See Conversation reports. | Always |
| Live | Open and waiting conversations, unassigned and overdue work, agents online. See Live dashboard. | Always |
| Contacts | All contacts, new contacts per day, contacts by lifecycle stage, top tags and the channels contacts write on. | Always |
| Satisfaction | CSAT score, response rate, ratings, by agent and channel, latest feedback. See Satisfaction reports. | Always |
| Forms | Responses per day, average score and each question's answers for your forms. | Always |
| Tickets | Created vs solved, open backlog, SLA compliance, by priority, type, channel and agent. | You can see tickets |
| Sales | Won value, win rate, open pipeline, forecast, time to win, lost reasons, by owner. | Growth or Scale plan, and you can see deals |
| Broadcasts | Sent, delivered, read, replied and estimated cost per broadcast. | Growth or Scale plan |
| Spaces | Items created, completed, open and overdue, per space and per person. | Always |
| Projects & time | Project profitability and time tracked by person. | Growth or Scale plan |
Tickets, Sales and Broadcasts are covered in Ticket, sales and broadcast reports.
How to choose a date range
- Click the date range button (it shows Last 30 days by default).
- Pick a preset: Today, Yesterday, Last 7 days, Last 30 days, Last 90 days, Last 365 days, Last month, Last 12 months, Last year, Week to date, Month to date, Quarter to date or Year to date.
- Or pick your own dates on the calendars (Starting and Ending). A custom range can be up to a year.
- Click Apply.
Reports › date range button
The open date range picker with the preset list on one side, two months of calendars with a selected range, the Starting and Ending fields, and the Cancel and Apply buttons.
File: screenshots/reports-overview-date-range.png
The range applies to every tab except Live, which always shows the current moment. It's saved in the page address, so you can bookmark a report or send the link to a teammate.
How to compare with an earlier period
Next to the date range, open Compare: and choose:
- No comparison
- Previous period: the same number of days just before your range.
- Previous year: the same dates one year earlier.
Figures then show how much they went up or down compared with that period.
How to drill down into a figure
Click any figure, bar, chart slice or table row to open a side panel with what's behind it: the day-by-day values, a breakdown by channel, agent, stage or campaign, and a link to the matching list, for example Open inbox, Open tickets or Open deals.
Reports › Conversations › click the "Opened" figure
The drill-down side panel for Opened conversations with the total, daily average, busiest day, the "Day by day" chart and the Open inbox link.
File: screenshots/reports-overview-drill-down.png
FAQ and troubleshooting
Why don't I see Reports in the menu?
What you can do:
- Ask an admin to check that your role has See reports. The Agent role doesn't include it by default.
Why is a tab missing?
The Tickets, Sales, Broadcasts and Projects & time tabs depend on your plan and on whether you can see tickets and deals. See the table above.
A report says "This report could not load. Try a shorter range."
Large ranges on busy workspaces can take too long. Choose a shorter range, such as Last 90 days, and try again.
Can I export reports?
Reports can't be downloaded from this page. To pull data into your own tools, use the Developer API.
Which time zone do reports use?
Your workspace's time zone, set in Workspace settings.