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).
Prerequisites
- Permission to access Reports.
- 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.
- 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.
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.
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.
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.