Understanding Reports
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.