## 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

1. Open **Reports** in the sidebar.
2. Select the report you want (Conversations, Agents, Teams, Labels or Inbox).
3. Set the **date range** in the date selector.
4. Apply the filters the report offers (for example, pick a specific agent, team, inbox or label).
5. Analyze the volume charts and the time metrics at the top.
6. 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.

## See also

- [Reports & Analytics overview](/hc/ajuda/articles/reports-overview-en)
- [CSAT and SLA reports](/hc/ajuda/articles/reports-csat-sla-en)
- [Per-module reports (CRM, Payments, Sales and more)](/hc/ajuda/articles/reports-relatorios-por-modulo-en)