Reports
See how your team is really doing, and what to fix next
One Reports page shows conversation volume and response times, what's waiting right now, how satisfied customers are and how tickets, deals and broadcasts are performing. Click any number to see the conversations, agents or deals behind it.
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PageReports > Conversations
ShowsThe Conversations report with the date range and Compare menu, the Opened, Closed, First response, Resolution and Messages figures with change versus the previous period, and the daily Opened and Closed chart.
File: screenshots/reports-hero.png
Response and resolution
Average and median first response, resolution time and the share of chats that met your first response target.
Live, right now
Open, waiting, unassigned and overdue conversations and agents online, refreshed every 30 seconds.
Customer satisfaction
CSAT, response rate and comments, by agent and by channel.
Drill into anything
Click a figure, bar or row to see the breakdown and jump to the matching list.
Conversations
Know how fast customers get answers
Follow conversations opened and closed day by day, average and median first response, resolution time and messages in and out. See which channels conversations come from, how many AI agents handled without a person, how long most customers waited for a first reply, and a heatmap of your busiest hours for planning shifts.
- First reply came within buckets, from under 5 minutes to more than a day
- Busiest hours heatmap by weekday and hour
- Team performance: assigned, closed, replies, times and CSAT per teammate
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PageReports > Conversations
ShowsThe By channel donut, the First reply came within chart and the Busiest hours heatmap, with the Team performance table below.
File: screenshots/reports-conversations.png
Live dashboard
Spot queues before customers feel them
The Live tab shows what's happening this moment: open conversations, customers waiting for a reply and the longest wait, unassigned work and first replies that are overdue. The Agents table shows who is online, away or offline and how many waiting conversations each person has, so team leads can rebalance work in time.
- Updates every 30 seconds, no reload needed
- Waiting for a reply with the longest wait
- One click to open the unassigned conversations
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PageReports > Live
ShowsThe Live tab with Right now and Updates every 30 seconds in the header, the Open, Waiting for a reply, Unassigned, First reply overdue and Agents online figures, and the Agents table.
File: screenshots/reports-live.png
Satisfaction
Hear what customers think of every agent
Once satisfaction surveys are on, the Satisfaction tab turns ratings into a CSAT score, a response rate and an average score you can compare across stars and thumbs. See results by agent and by channel, and read the latest comments with a link straight to the conversation to follow up.
- CSAT, responses, response rate and average score
- Results By agent and By channel
- Latest feedback with comments and the agent who helped
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PageReports > Satisfaction
ShowsThe Satisfaction tab with the CSAT, Responses, Response rate and Average score figures, the Ratings card, and the Latest feedback list.
File: screenshots/reports-satisfaction.png
Tickets, sales and broadcasts
Every team's numbers in one place
The Tickets report tracks created versus solved, the open backlog and SLA compliance by priority, type, channel and agent. The Sales report shows won value, win rate, open pipeline with a weighted forecast and why deals are lost. The Broadcasts report compares sent, delivered, read, replied and estimated cost. Contacts, Forms, Spaces and Projects & time have their own tabs too.
- Ticket SLA compliance and top clients
- Win rate, forecast and lost reasons by owner
- Broadcast delivery, reads, replies and estimated cost
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PageReports > Sales
ShowsThe Sales report with the Won, Win rate, Open pipeline and Time to win figures, the Won value chart, Open deals by stage and Why deals are lost.
File: screenshots/reports-sales.png
Get useful reports from day one
- 1
Set response targets
Add a first response target to each channel so SLA figures fill in.
- 2
Turn on CSAT
Switch on satisfaction surveys to measure how customers rate each agent.
- 3
Review and compare
Pick a date range, compare with the previous period and drill into any figure.
Learn more in the Help Center
Frequently asked questions
Who can see reports?
Are all reports on every plan?
Can I compare with an earlier period?
Can I export reports?
Can I share a report with a teammate?
Run your team on real numbers
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