Reports

Reports give you insight into how your team is performing, how quickly customers are being helped, and where improvements can be made.

Overview Report

A real-time snapshot of your operation right now:

Use this to monitor your team during peak hours.

Tracks conversation volume and trends over time. Switch between metric tabs:

Metric	What it measures
Conversations	Total conversations created
Messages received	Inbound message volume
Messages sent	Outbound message volume
First Response Time	Average time to first reply
Resolution Time	Average time to resolve
Resolution Count	Total conversations resolved
Customer waiting time	How long customers waited

Use the date range picker (Last 7 days, 30 days, 3 months, or custom) and toggle Business Hours to exclude off-hours data.

Performance broken down by individual agent:

Use this to identify top performers and agents who may need support.

Breaks down performance by communication channel — which inbox receives the most volume, response times per channel, message counts.

Use this to decide if more agents are needed on a specific channel.

Aggregates performance by team. Compare your Sales team vs. Support team at a glance.

Tracks conversations grouped by their label — how many were tagged, resolution rates, and response times per issue type.

If CSAT surveys are enabled, customers receive a rating prompt after a conversation is resolved. This report shows:

If SLA targets are configured, this shows:

All reports support: Last 7 days · Last 30 days · Last 3 months · Last 6 months · Last year · Custom range

Group results by day, week, or month to spot trends at the right level of detail.