Reports
| Item | Details |
|---|---|
| Who it is for | Administrators; agents may see some reports |
| Menu location | Left sidebar Reports |
| Plan dependency | Basic reports are included; SLA reports need SLA |
Reports show workspace service quality. They are not a substitute for financial reconciliation. Dates use the workspace time zone.
1. Report types
| Report | What you see |
|---|---|
| Overview | Volume in, resolutions, wait times, and so on |
| Conversations | Volume trends, status mix |
| Agents | Replies, first response, resolutions per person |
| Labels | Conversation volume by label |
| Inboxes | Inbound and performance by channel |
| Teams | Team-level roll-ups |
| CSAT | Customer scores and survey returns |
| SLA | On-time vs breached (requires SLA) |
| Bots | Agent Bot / auto-reply performance |
Some charts drill into conversation lists. Very wide date ranges load slowly — prefer weekly views first.
Captain overview stats may cache until end of day; very recent chats may not appear in AI reports immediately.
2. Common metrics
| Metric | Meaning |
|---|---|
| New conversations | Created in the selected period |
| Resolved | Marked resolved (multiple resolves on one thread may affect the definition — follow the report’s definition) |
| First response time | From customer inbound to first human (or counted) reply |
| Resolution time | From create to resolve |
| Reply time | Wait between later turns |
| CSAT | Score after resolve; missing surveys may be excluded or shown separately |
When a bot replies first then hands over, whether first response counts the bot depends on the current report definition. When comparing agent performance, be consistent about including auto-replies.
3. How CSAT scores arrive
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Turn CSAT on for the inbox.
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After Resolve, the system sends a rating card or survey link.
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Submissions appear in the CSAT report.
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If comment capture is enabled, agents/administrators can read written feedback in the back office.
Survey pages are public links; customers need not sign in to the workspace.
Common reasons no survey is sent: channel cannot carry that message type, CSAT off on the inbox, or the conversation was never truly resolved.
4. Export
Some reports offer CSV export (agents, labels, SLA, etc.). Exports contain business data — handle them under your confidentiality rules.
5. Frequently asked questions
Numbers disagree with the conversation list? Time zone, inbox filters, including bots, or deleted/archived conversations. Trust the report’s selected filters.
Agent report is all zeros? The agent did not speak in the period, or conversations stayed on bots (never assigned to a person).
No SLA report? SLA not enabled, or policies not applied to inboxes. See 23-sla.