Reporting
The reporting dashboard gives you an overview of your team's performance and conversation volume. Available to owners, admins, and viewers.
Summary cards
Four key metrics are displayed at the top of the reporting page.
Open Conversations
The number of conversations currently in "open" status across all channels. This is a live count, not filtered by the selected date range.
Pending Conversations
The number of conversations currently in "pending" status. Like open conversations, this is a live snapshot and not affected by the date range filter.
Closed Today
The number of conversations closed since midnight today (UTC). Helps you track daily throughput at a glance.
Avg Response Time
The average time between a customer's first message and your team's first reply, across all conversations in the selected date range. Displayed as seconds, minutes, or hours.
Conversations by channel
See how your conversation volume is split between live chat and email. The breakdown shows the total count and percentage for each channel within the selected date range, displayed as a horizontal bar chart.
Team performance
A table showing how each team member is performing within the selected date range. All active workspace members are listed.
| Column | Description |
|---|---|
| Member | The team member's name. |
| Assigned | The number of conversations assigned to this member that were created within the selected date range. |
| Closed | The number of conversations assigned to this member that were closed within the selected date range. |
| Close Rate | The percentage of assigned conversations that were closed. Color-coded: green for 80%+, yellow for 50-79%, and grey for under 50%. |
Date range
Use the dropdown in the top-right corner of the reporting page to filter by time period: last 7 days, last 30 days (default), or last 90 days. The average response time, channel breakdown, and team performance table all update to reflect the selected range.
Who can access
The reporting dashboard is available to owners, admins, and viewers. Agents do not have access to reporting. The "Reporting" link in the sidebar is hidden for agents.