Reports & Analytics
By Conversa Labs
By Conversa Labs
Overview, conversations, agents, teams, labels, inbox, CSAT, SLA and per-module reports.
Reports & Analytics overview
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 Conversa Labs 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 Conversa Labs 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 - Conversations, agents, teams, labels and inbox reports - CSAT and SLA reports - Per-module reports (CRM, Payments, Sales and more)
Conversations, agents, teams, labels and inbox reports
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 - CSAT and SLA reports - Per-module reports (CRM, Payments, Sales and more)
CSAT and SLA reports
Overview Two reports focus on the quality of support: - CSAT (customer satisfaction): consolidates the answers from the satisfaction survey sent at the end of conversations. It shows the customers' rating, the response rate and the trend over time, helping you understand how the people you served perceived it. - SLA (service level agreements): tracks whether the defined deadlines (for example, first response time and resolution time) are being met, highlighting cases that breached the SLA. Together they complement the volume and performance reports: beyond knowing how much and how fast, you understand at what quality and within which deadlines. Prerequisites - Permission to access Reports. - CSAT: the satisfaction survey must be enabled on inboxes so there are answers to report. - SLA: SLA policies must be configured and applied to conversations. This feature may depend on the account's plan/permission. Step by step 1. Open Reports in the sidebar. 2. Select CSAT or SLA. 3. Set the date range in the date selector. 4. Apply the available filters (for example, by agent, team or inbox). 5. For CSAT, read the consolidated rating, the response rate and the score distribution; for SLA, look at the compliance rates and the list of breached conversations. 6. Use download/export (CSV) to drill into individual answers or breach cases. Settings & options - CSAT — satisfaction survey: enabled per inbox; it's what feeds the report. - SLA — policies: define the deadlines (first response, next responses, resolution) and where they apply. - Date range and filters: by agent, team and inbox, depending on the report. - CSV export: to audit CSAT answers and investigate SLA breaches case by case. Use cases - Track customer satisfaction and act on drops in the rating. - Spot agents or teams with the best and worst scores for coaching. - Ensure compliance with contractual deadlines with customers (SLA). - Quickly find the conversations that breached the SLA and address the root cause. Tips, limits & best practices - CSAT only reflects reality if the survey is actually being sent and answered — monitor the response rate. - Configure realistic SLAs; unreachable targets create constant breaches and lose value. - Combine CSAT (perceived quality) with SLA (deadlines) for a complete picture. - Export the CSV periodically to keep history and cross-reference it with internal targets. Troubleshooting - No CSAT data: confirm the satisfaction survey is enabled on inboxes and there are resolved conversations in the period. - Low response rate: this is expected; not every customer answers. Review the send timing/channel. - SLA doesn't appear: check that SLA policies are configured and the feature is available for your account. - Too many SLA breaches: revisit the defined deadlines and the team's capacity in the period. See also - Reports & Analytics overview - Conversations, agents, teams, labels and inbox reports - Per-module reports (CRM, Payments, Sales and more)
Per-module reports (CRM, Payments, Sales and more)
Overview Beyond the core support reports, each Conversa Labs module brings its own analytics, usually inside the module's own area (and, in some cases, also consolidated in Reports). This way you track not only conversations, but the whole business cycle: pipeline, billing, targets, cadences, bookings and products. The modules with the most relevant analytics are: - CRM: deal progression through the pipeline/kanban, values and conversion per stage. - Payments: charges by status (pending, paid, overdue), revenue and subscriptions. - Sales & Gamification: targets, commissions, ranking/leaderboard and the live wall panel (TELÃO). - Follow-ups: cadence funnel, enrollments, progress and exit. - Calendar: bookings made, canceled and rescheduled. - Catalog & Commerce: products and orders generated in conversations. Prerequisites - Permission to access reports and the matching module. - The module must be enabled for the account (many are optional/per-plan or depend on a permission/feature). - In modules with owner-based isolation (for example, Sales), you'll only see the data you have access to according to your role. Step by step 1. Open the module you want in the sidebar (CRM, Payments, Sales, Follow-ups, Calendar or Catalog). 2. Find the reports/dashboards area inside the module (summary views, charts or filterable lists). 3. Set the date range and the module's own filters (for example, charge status, pipeline stage, sales rep, sequence). 4. Read the consolidated metrics and, when available, open the per-item details. 5. Export the data (when the module offers it) for external analysis. Settings & options - CRM: filters by pipeline, stage, owner and period; values and deal counts. - Payments: slices by status, gateway and period; revenue and charges/subscriptions. - Sales & Gamification: targets and target-on-target, commissions, ranking and the real-time wall panel (TELÃO). - Follow-ups: enrollment funnel, completed steps and exit reasons. - Calendar: bookings by event type and status. - Catalog & Commerce: products sent and orders registered in conversations. Use cases - Forecast revenue by tracking the CRM pipeline and the charges in Payments. - Motivate the sales team with ranking, targets and the live wall panel. - Measure how effective Follow-up cadences are at recovering opportunities. - Assess Calendar occupancy and Catalog performance in conversations. Tips, limits & best practices - Each module has its own metrics and filters — standardize the date range when comparing with the core support reports. - In Sales, remember owner-based isolation: managers and reps may see different slices. - Combine the module numbers with the conversations/agents reports to understand cause and effect (support volume × business result). - Export CSV when you need to consolidate data from several modules into a single report. Troubleshooting - I don't see the module: it may not be enabled for the account or your role — talk to an administrator. - The numbers don't match expectations: check the date range, filters and owner-based isolation. - No export option: not every module offers CSV; use the filters and views available on screen. - Empty data: there may be no activity in the period (charges, deals, bookings) or the filters are too narrow. See also - Reports & Analytics overview - Conversations, agents, teams, labels and inbox reports - CSAT and SLA reports
Live Overview report (real-time monitoring)
Overview The Live Overview is Conversa Labs' real-time monitoring screen. Unlike the historical reports (which you filter by a date range), it shows the state of your operation right now: how many conversations are open, how many are still unanswered, how many have no owner yet, and how many agents are available at this moment. The numbers refresh on their own every minute, with no need to reload the page. It's the ideal screen to keep open on a team wallboard or to watch during peak hours. For analyzing past periods, use the historical reports (Conversations, Agents, Teams, etc.). Prerequisites - An active Conversa Labs account and a user with permission to view Reports (typically administrators; agents may have access depending on the access role). - Agents set up on the account so the status (online/busy/offline) is meaningful. - For the heatmaps to show data, there must be conversation history in the selected period. Step by step 1. In the left sidebar, open Reports. 2. Select Overview. 3. Read the live counters at the top (conversations and agent status). 4. Scroll down to see the traffic heatmaps and the per-agent and per-team conversation tables. 5. Leave the screen open: the numbers update automatically every minute. Settings & options - Conversations (live counters): four real-time counters: - Open: total conversations with an open status. - Unattended: open conversations that have not yet received an agent reply. - Unassigned: open conversations with no agent in charge. - Pending: conversations with a pending status (awaiting action/follow-up). - Filter by team: when you have teams, a selector lets you narrow the conversation counters to a specific team (or view all of them). - Agent status: real-time count of agents that are online, busy and offline. - Conversation heatmap and Resolution heatmap: show traffic by day of week and hour, helping you spot peak times. Each heatmap has its own period selector and a CSV download button. The calculation respects your browser's time zone. - Conversations by agent (live): a table with the open/unattended/unassigned counters per agent, updated in real time. - Conversations by team (live): the same view aggregated by support team. Use cases - Staffing: see, in real time, whether there are enough agents online for the volume of open conversations. - SLA risk: watch the unattended and unassigned conversations to act before response deadlines are missed. - Backlog: quickly spot a pile-up of conversations with no owner and redistribute them. - Peak planning: use the heatmaps to find the busiest hours and adjust schedules and shifts. Tips, limits & best practices - The screen refreshes automatically every minute — no need to reload. - The live counters have no date selector: they always reflect the current state. Only the heatmap has a period selector. - Download the heatmap CSV to plan shifts and rosters based on real peak hours. - Keep this screen on a team monitor during business hours for continuous tracking. Troubleshooting - The heatmap is empty: check the period selected on the heatmap itself — there may be no conversations in the chosen range. - The numbers look stuck: the refresh happens every minute; wait for the cycle or reload the page. If the tab sat in the background for a long time, reopen the Reports screen. - An agent shows as offline: the status reflects real-time availability — the agent may be disconnected or have their status set to busy/offline. - I can't see the Reports menu: your access role may lack permission — talk to an administrator. See also - Reports & Analytics overview - Conversation, agent, team, label and inbox reports
Bot report (AI agent performance)
Overview The Bot report measures how your AI agent or support bot performs: how much it resolves on its own versus how much it has to hand off to a human agent. It is the report that answers "is my bot actually reducing the team's workload?". For the selected period, it consolidates the conversations that went through inboxes with an active bot, the total number of responses sent, the resolution rate (conversations the bot closed by itself) and the handoff rate (conversations the bot passed to a human). Use it to track the return on automation and find where the bot still falls short. Prerequisites - An active Conversa Labs account and a user with permission to view reports (usually admins; agents may have access depending on their access profile). - At least one inbox with an active bot — an AI agent (Captain) or an Agent Bot connected to the inbox. Without an active bot, the report stays at zero. - Real bot activity in the period: the rates are computed from the bot resolution and bot handoff events recorded on those conversations. Step by step 1. In the left sidebar, open Reports. 2. Select the Bot report. 3. Set the period (date range) you want to analyze. 4. Choose the grouping (by day, week, month, year), which controls how the charts are split over time. 5. Read the four summary cards at the top and, below them, the bot resolution and handoff charts. Settings & options The four cards at the top (computed for the selected period): | Card | What it shows | | --- | --- | | Total conversations | Conversations created in the period in inboxes with an active bot. This is the base for the rates. | | Total responses | Response messages sent in those conversations during the period. | | Resolution rate | Percentage of conversations the bot closed on its own (resolutions ÷ total conversations). | | Handoff rate | Percentage of conversations the bot handed off to a human (handoffs ÷ total conversations). | Below the cards, the summary and charts area shows: - Bot resolutions and bot handoffs as period totals, compared to the equivalent previous period. - Two charts over time (resolutions and handoffs), split by the chosen grouping. Filters available in this report: period and grouping. Unlike other reports, the Bot report does not show the agent/team/inbox filter or the business-hours toggle — it focuses on the bot's overall behavior. When a conversation has both a resolution and a handoff in the same period, the handoff wins: it counts as a handoff and not as a resolution, so the resolution rate is not inflated. Use cases - Measure automation ROI: track how much the bot resolves on its own and how much work it takes off the team. - Tune flows with high handoff: a high handoff rate shows where the bot can't cope — good candidates to improve flows and replies. - Track deflection over time: use the grouping to see whether the resolution rate climbs as you refine the bot. Tips, limits & best practices - Compare the resolution rate with CSAT: resolving a lot with low satisfaction may mean the replies aren't actually helping. - Standardize the period when comparing different measurements, so you don't compare different ranges. - A high handoff rate usually signals gaps in the bot — prioritize those scenarios in the flows. - The rates are based on conversations created in the period; right after enabling or switching the bot, the numbers may take a while to settle. Troubleshooting - Everything is zero: there is probably no inbox with an active bot, or there was no bot activity in the period. Check the bot and the date range. - Numbers look too low: the bot may have been enabled recently — widen the period or wait for more conversation volume. - The Bot report doesn't appear: confirm there is a bot/AI agent connected to an inbox and that your profile has permission to view reports. See also - Reports and analytics overview - CSAT and SLA reports