Reports & Analytics
Comprehensive reporting and analytics to monitor your customer service performance.
Reports & Analytics
Comprehensive reporting and analytics to monitor your customer service performance and make data-driven decisions.
Overview Reports (Real-time)
The Overview page is a real-time update of what is happening in your account—how many conversations are open, which agents are available, etc.
Accessing Overview Reports
To view the Overview Report, go to Reports → Overview.
Metrics in the Overview Report
Open Conversations
This shows the number of conversations on your account that are currently:
- • Open: Ongoing customer interactions
- • Unattended: Unattended customer conversations
- • Unassigned: Conversations waiting to be assigned an agent
Agent Status
This shows the availability status of agents, categorized by:
- • Online
- • Busy
- • Offline
Conversation Traffic
This heatmap shows what times of the day are the busiest for the last 7 days. Each cell represents the number of conversations received as a color shade; hovering over a cell will show the number of conversations received for that hour of the day.
Conversations by Agents
This shows the number of conversations currently being handled by each agent. It can also be used to monitor their performance and workload.
CSAT Reports
If you have enabled CSAT surveys in your inboxes, you can analyze the results using the CSAT report.
Accessing CSAT Reports
To view the CSAT Report, go to Reports → CSAT.
Customizing CSAT Reports
CSAT reports can be filtered by the following metrics:
Duration
You can select the duration you want to see the report for. By default, this is set for the last 7 days.
Agents
You can analyze the CSAT reports for particular agents only. Select one or more agent names from the dropdown.
Metrics in the CSAT Report
Quick Overview
The upper half of your report will show metrics like:
This is the total number of responses received on your CSAT surveys, during the selected period and for the selected agent or agents.
This is the mean satisfaction score the survey takers gave, calculated using the following formula:
(Total number of positive ratings/Total number of responses) * 100
This indicates the proportion of customers that responded to the CSAT surveys sent. It is calculated using the following formula:
(Total number of responses/Total number of CSAT survey requests sent) * 100
Emoji Scale
Whenever a CSAT survey is requested from a customer, they are asked to rate their experience on an emoji scale like this:
The emoji scale metrics that you see on your CSAT report show how many people (in percentage) used which emoji to rate their experience.
Details of Responses
The lower half of your report will list all the responses received. For example, the screenshot below lists the CSAT survey responses received for agent Pranav Raj.
Tip: You can click on a conversation ID to jump to the associated conversation.
Conversation Reports
Track conversation metrics including resolution times, response rates, and agent performance.
Resolution Time
Average time to resolve conversations
Response Rate
Percentage of messages responded to
Conversation Volume
Number of conversations over time
Peak Hours
Busiest times for customer inquiries
Agent Performance Reports
Monitor individual agent performance with detailed metrics on:
Response Times
Average first response and next response times
Resolution Rates
Percentage of conversations successfully resolved
Customer Satisfaction
CSAT scores and feedback received
Conversation Volume
Number of conversations handled per agent
Custom Reports
Create custom reports tailored to your specific business needs and KPIs.
Custom Date Ranges
Select specific time periods for analysis
Custom Metrics
Track metrics specific to your business goals
Scheduled Reports
Automatically generate and email reports
Export Options
Export reports in various formats for further analysis and sharing with stakeholders.
CSV
For spreadsheet analysis
For presentations and sharing
Excel
For advanced data analysis
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