Reports and analytics

The Reports section is in the sidebar.

Overview

The live picture: how many conversations are in progress, how many customers are waiting, which agents are online, current response time. This is what you watch during the day.

Conversations

The main report on workload and speed:

• request volume for the period;
• share of resolved conversations;
• first response time;
• resolution time.

CSAT

Customer ratings from the surveys sent after conversations are resolved. Shows the average score and the distribution. The survey is enabled in the inbox settings.

SLA

Compliance with your target times — see "SLA and CSAT reports".

Bot

Shows how many conversations the AI Agent handled and how many were passed to agents. This is the report that tells you whether AI is paying off and where its knowledge falls short.

Breakdown reports

• Agents — load and speed per person;
• Labels — what customers write about most;
• Inbox — which channels bring the most requests;
• Team — figures per team.

Filters and export

Every report supports a date range and filters by inbox, agent and team. Data is exported to CSV with the export button.

What to look at first

• First response time — the biggest single influence on customer satisfaction;
• Share of conversations resolved by AI — shows the return on the AI Agent;
• Distribution by label — tells you which articles to add to the help center and which documents the assistant is missing;
• Load per agent — makes an uneven distribution visible.