Guide
Reporting
The reporting dashboard gives you an overview of your team's performance and conversation volume. Everyone on your team can see it.
Summary cards
Four key metrics are displayed at the top of the reporting page.
- Open
- How many conversations are open right now, with the number waiting in "pending" shown underneath. This is a live count, not affected by the date filter.
- New
- How many conversations started in the selected period, with a comparison against the previous period so you can see if volume is going up or down.
- Resolved
- How many conversations were closed in the selected period, with today's count shown underneath.
- Avg first response
- On average, how long a customer waits for your team's first reply. Shown as seconds, minutes, or hours.
What's on the dashboard
Below the summary cards, the dashboard breaks your support work down from every angle.
- Overview
- A top-level snapshot: total conversations, AI conversations, resolved, and leads, plus an interactions chart that layers chat, email, and AI over time.
- Conversation health
- Replied, missed, and one-touch metrics. A conversation counts as missed when a visitor waits more than three hours without an agent reply; one-touch is the share of closed conversations with a human reply that were solved in one reply.
- New conversations chart
- A day-by-day (or month-by-month) chart of new conversations, so you can spot busy days and trends over the selected period.
- Response times
- Two cards show your first response time and your time to resolve. Each shows the typical case (the median) and the slowest 10% (p90), so one very slow conversation doesn't hide the real picture.
- Customer satisfaction (CSAT)
- When customers rate a conversation after it closes, the scores land here: your average score out of 3.0, how many ratings you collected, the response rate, and the individual rated conversations. Filter by rating or select Export CSV to download them.
- By channel
- Volume, share, CSAT, and median first reply for each channel. Select a row to filter the dashboard to that channel.
- Top tags
- Your most-used conversation tags in the period — a quick way to see what customers contact you about most.
- Activity by hour
- A heatmap of when conversations happen, by day of week and hour. Great for planning your team's cover.
- AI agent
- If you use the AI add-on, this panel shows coverage, resolution rate, escalations, and AI satisfaction — with a resolution-share donut, a resolution-over-time chart, and a chat-vs-email split.
- Knowledge gaps
- The questions your AI couldn't answer, grouped and ranked by how often they were asked — your highest-leverage knowledge-base additions. Resolved gaps are marked once added to the KB.
- Leads acquired
- How many contacts you captured in the period, the trend over time, the split by channel, and the change versus the previous period.
- Online hours
- Per-agent online time, conversations handled, and conversations per hour, plus an availability timeline and your team's overall availability (time at least one agent was online).
By agent
This table shows active members with activity in the selected date range. Members without assigned conversations, resolutions, or replies in that period are not listed.
| Column | Description |
|---|---|
| Agent | The team member's name. |
| Assigned | How many conversations were assigned to this person in the selected period. |
| Replies | How many replies this person sent to customers in the selected period. |
| CSAT | This person's average customer satisfaction score (out of 3.0) for conversations they handled. |
| Avg response | How quickly, on average, this person sent the first reply to conversations they answered. |
| Avg duration | The average time from open to close for conversations assigned to this person. |
| Resolved | How many of this person's conversations were closed in the selected period. |
| Close rate | The percentage of assigned conversations that were closed. Color-coded: green for 80%+, yellow for 50-79%, and grey for under 50%. |
Filters and access
- Filters
- Filter the whole dashboard by time period, chart interval, channel, agent, or tag. Mix filters to answer questions like "how fast did we answer billing questions last week?"
- Last 7 days
- Last 30 days
- Last 90 days
- Custom range
- Daily
- Monthly
- Who can access
- Everyone on your team can see the reporting dashboard — owners, admins, agents, and viewers alike.
Related docs
- Customer satisfaction
Collect CSAT ratings when conversations close and invite happy customers to leave a review.
- Inbox
Understand statuses, priorities, assignment, snoozing, bulk actions, and keyboard shortcuts.
- Team & roles
Invite users, create teams, and understand owner, admin, agent, and viewer access.
- AI Copilot
Use AI drafts, automatic answers, and a knowledge base built from your own information.