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Reports & Analytics overview

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The Reports & Analytics area brings together the metrics of your support, sales and automation operation in one place. Use it to track conversation volume, agent and team performance, customer satisfaction (CSAT), SLA compliance and the numbers from each enabled ConversaLabs module (CRM, Payments, Sales, Follow-ups and more).

Reports help answer everyday questions: how many conversations came in today? Which agent resolved the most? Where are we losing response time? Are customers satisfied? Are we hitting targets? Most reports offer a "live" panel with current numbers plus historical reports you filter by date range.

Prerequisites

  • An active ConversaLabs account and a user with permission to view reports (usually administrators; agents may have access depending on the access role).
  • For CSAT reports, the satisfaction survey must be enabled on your inboxes.
  • For SLA reports, SLA policies must be configured (the feature may depend on plan/permission).
  • For per-module reports, the matching module must be enabled for the account.

Step by step

  1. In the left sidebar, open Reports.
  2. Choose the report you want (Overview, Conversations, Agents, Teams, Labels, Inbox, CSAT, SLA and others).
  3. Use the date range selector to set the period you want to analyze.
  4. Apply the available filters (by agent, team, inbox or label, depending on the report).
  5. Read the charts and the summary metrics at the top.
  6. When you need the raw data, use the report's download/export (CSV) option.

Settings & options

  • Date range: the period for historical reports.
  • Business hours: many reports let you count only working hours, which makes time-based metrics (response, resolution) fairer.
  • Filters: by agent, team, inbox and label, depending on the report.
  • Export: download data as CSV for external analysis or sharing.
  • Live panel: the Overview shows real-time numbers (open conversations, unattended, online agents).

Use cases

  • Track conversation volume and trends over time.
  • Compare performance across agents and teams.
  • Measure customer satisfaction and on-time compliance (SLA).
  • Consolidate the numbers from each module (CRM, Payments, Sales) for meetings and targets.

Tips, limits & best practices

  • Standardize the date range when comparing different reports so you don't compare mismatched periods.
  • Turn on the business hours filter when assessing response/resolution times.
  • CSAT and SLA metrics only make sense when the matching features are configured.
  • For deeper analysis, export the CSV and cross-reference it with your own spreadsheets/tools.

Troubleshooting

  • I don't see the Reports menu: your access role may lack permission — talk to an administrator.
  • The numbers are all zero: check the selected date range and the applied filters.
  • No CSAT/SLA data: confirm the satisfaction survey and SLA policies are enabled.
  • A module report is missing: the module may not be enabled for the account.

See also