Understanding Reports

Available Reports

Overview (Real-time)

• Active conversations
• Waiting customers
• Agents online
• Response times

Conversations Report

• Conversation volume
• Resolution rates
• First response time
• Resolution time

Agent Report

• Messages sent
• Conversations handled
• Average response time
• CSAT scores

Inbox Report

• Volume by inbox
• Performance comparison
• Peak hours

Label Report

• Conversations by label
• Label trends

Team Report

• Team performance
• Workload distribution

Using Filters

All reports support:

• Date range selection
• Inbox filter
• Agent filter
• Team filter

Exporting Data

Click the export button to download reports as CSV.