Reports

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.

SLA Reports

SLA Reports Overview Track compliance with your service level agreements. Setting Up SLAs 1. Go to Settings → SLA 2. Click Create SLA 3. Define metrics: - FRT: First Response Time - NRT: Next Response Time - RT: Resolution Time Report Metrics Hit Rate Percentage of conversations meeting SLA targets. Breach Rate Conversations that exceeded SLA thresholds. Average Times - Average first response time - Average resolution time Analyzing Results - Identify bottlenecks - Compare team performance - Spot patterns by time/day - Improve response workflows Best Practices - Set realistic targets - Monitor trends weekly - Investigate breaches - Adjust staffing based on data