Reports

Reports answer everyday questions: how many conversations are open right now? Who replies fastest? Which inbox carries the most load? You find them all in the sidebar under Reports.

Before you start

• Reports are open to Administrators, and to anyone whose custom role has Manage reports.
• Opening the details behind a chart bar (the conversations it stands for) is for administrators only.

Overview: what is happening now

1. In the sidebar, open Reports, then Overview.
2. At the top you see Open Conversations (1), split into Open, Unattended, Unassigned and Pending.
3. Below are two maps by day and hour: Conversation Traffic (2) shows your busy hours, and Resolutions shows when your team gets things done. Pick the period and the inbox above each map, or save it with Download report.
4. Further down are Conversations by agents, with each Agent status (Online, Busy or Offline), and Conversations by teams (3).

Conversations report: numbers over time

1. Open Reports, then Conversations.
2. Choose the period (1), such as Last 7 days or This month, or Custom date range for two dates of your own.
3. Under Group By (2), choose Day, Week or Month.
4. Turn on Business Hours (3) if times should count only the inbox's opening hours.

The report shows these metrics, each with its own chart:

• Conversations, Messages received and Messages sent: totals for the period.
• First Response Time: the average time until your team's first reply.
• Resolution Time: the average time until a conversation is resolved.
• Resolution Count and Customer waiting time.

If you are an administrator, select any bar in a chart to open the list of conversations or messages behind it, and move along with Previous bar and Next bar. To keep the numbers in a file, select Download conversation reports.

Agents, labels, inboxes and teams

Under Reports there are four pages that work the same way: Agents, Labels, Inbox and Team.

1. Open the one you need, for example Agents. A table shows, per agent (1): No. of conversations, Avg. First Response Time, Avg. Resolution Time, Avg. Customer Waiting Time and Resolution Count.
2. Select an agent's name for their detailed report, with the same charts as the Conversations report.
3. To download the table, select Download agent reports (2). On the other pages the button carries their name, such as Download label reports.

Note: the labels report is most useful when your team puts a label on every conversation, such as "complaint" or "shipping question". Without labels the table stays empty.

Other reports

• How satisfied customers are: CSAT report.
• Keeping to agreed reply times: Service level agreements.
• Deals and store orders: Sales and order reports.