Conversations, agents, teams, labels and inbox reports

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Conversa Labs

Last updated on Sep 7, 2026

Overview

These are the everyday operational reports. They show how much came in and was resolved and how well your operation responded, sliced by different dimensions:

Conversations: volume of incoming and resolved conversations, plus average first response and resolution times over the period.
Agents: the same metrics per agent, to compare individual performance.
Teams: the aggregated view per support team.
Labels: volume and performance sliced by the labels applied to conversations.
Inbox: the numbers per channel/inbox (for example, each WhatsApp number or the website widget).

In these five reports every chart bar is clickable. Clicking one opens a side panel with the records that produced that number — the conversations and messages behind the bar. That is the bar drilldown, the shortest path from a metric to the conversation that explains it.

Prerequisites

Permission to access Reports.
For the bar drilldown, the Administrator role: agents still see the charts, but they can't open the record panel.
For the teams report, have teams created and agents assigned to them.
For the labels report, use labels on conversations so there is data to slice.
For the inbox report, have at least one inbox connected.

Step by step

Open Reports in the sidebar.
Select the report you want (Conversations, Agents, Teams, Labels or Inbox).
Set the date range in the date selector.
Apply the filters the report offers (for example, pick a specific agent, team, inbox or label).
Analyze the volume charts and the time metrics at the top.
Click a bar in the chart to open the drilldown panel with that bar's records.
Inside the panel, scroll the list and use Load more to fetch the next page of records.
Use the Previous bar and Next bar arrows in the panel header — or the ← and → keys — to move across neighbouring bars without closing the panel.
Click a card to open the matching conversation in a new tab.
Use download/export (CSV) when you want the detailed data.

Settings & options

Date range: the analyzed period.
Business hours: option to count only working hours in time calculations.
Common metrics: incoming conversations, resolved conversations, first response time, resolution time.
Slice (filter): agent, team, inbox or label, depending on the report.
CSV export: for external analysis and shared reports. The button only appears for an Administrator or for a custom role with the Export reports (or Manage reports) permission.
Bar drilldown: a side panel with the records behind the number. It shows:
- in the header, the bar value, the period label and the conversation count — omitted when it would merely repeat the bar value, as in the conversations chart. For time metrics it also shows the count of messages involved, when that differs from the conversation count;
- one card per record with the conversation number (#123), the status, the message direction (incoming or outgoing), that record's metric value, a content preview and links to the contact, inbox and assigned agent;
- 25 records per page, with a Load more button for the following pages.
Opening a record: clicking a card opens the conversation in a new tab. When the record is a message, the conversation opens positioned on that message. Contact, inbox and agent links also open in a new tab without closing the panel.
Drilldown window: the panel only considers the intersection between the bar's period and the period selected in the filter. A bar that starts before the chosen range shows only the part inside it.
Business hours in the drilldown: with the option on, the value shown on each record is the one calculated in business hours too.

Use cases

Spot volume peaks per channel and size the team accordingly.
Compare agents and recognize who resolves faster (and with quality).
Assess which topics (labels) drive the most conversations.
Measure the performance of each inbox separately.
Go from the number to the conversation: click the resolution-time spike and read exactly which conversations produced it.
Audit an outlier before challenging the team — the panel shows the contact, inbox and assignee of every record.

Tips, limits & best practices

Combine Conversations (overview) with Agents to tell whether a bottleneck is volume or capacity.
Use consistent labels so the labels report stays useful — scattered labels create noise.
Turn on business hours so the team isn't penalized for conversations arriving off-hours.
Export the CSV when you need to cross-reference data or keep history outside the platform.
Empty bars don't open: only bars with records in the period respond to the click. The navigation arrows automatically skip empty bars and stop when there is no further bar with data.
The drilldown is administrators only. An agent who clicks a bar gets the notice “Only administrators can drill down into report records.”.
The drilldown has its own per-user request limit: by default 10 per minute, a tenth of the general reports limit. Opening dozens of bars in very quick succession can hit that ceiling — the installation operator tunes it through the RATE_LIMIT_REPORTS_DRILLDOWN_API_USER_LEVEL environment variable.
Each panel page returns 25 records; anyone calling the GET /api/v2/accounts/{account_id}/reports/drilldown endpoint directly can request up to 100 per page.

Troubleshooting

An agent shows no data: check whether they received/handled conversations in the period and whether they're included in the filters.
The teams report is empty: confirm there are teams created and agents assigned.
Labels don't appear: conversations in the period may have no labels applied.
Times look very high: consider turning on the business hours filter.
Clicking the bar does nothing: confirm the bar has a value above zero, that a period is set in the filter and that your role is Administrator.
The panel says “No records found for this bar”: the records may fall outside the intersection between the bar's period and the filtered period, or they may have been deleted after the chart was generated.
The panel shows a loading error: close and reopen the bar to try again. If it persists, wait a minute (request limit) and repeat.