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 resolved chats solved in a single 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 chat 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. You can filter by rating.
Conversations by channel
How your volume splits between live chat and email in the selected period.
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 source, 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).
Team performance
A table showing how each team member is performing within the selected date range. All active workspace members are 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
Filter the whole dashboard by time period (last 7, 30, or 90 days — 30 is the default — or a custom date range), switch charts between daily and monthly, and narrow by channel, agent, or tag. Mix filters to answer questions like "how fast did we answer billing questions last week?"
Who can access
Everyone on your team can see the reporting dashboard — owners, admins, agents, and viewers alike.