Reports & analytics

Reports show how your support operation is doing. Find them under Reports (requires the View reports permission).

What you can see

• Summary — headline numbers for the selected period: total conversations, resolved, and response/resolution timing.
• Volume — conversations over time, so you can spot busy periods and staff for them.
• Per-agent — a breakdown by agent: how many conversations each handled and how quickly.

Choosing a period

Pick a date range to scope every report. Compare periods (for example, this week vs last) to see trends rather than single snapshots.

How response times are measured

• First response — from the customer's first message to your team's first reply.
• Resolution — from the start of a conversation to when it's marked resolved.

Consistent use of resolve keeps these numbers accurate — resolve conversations when they're actually done.

Using the insight

• Rising volume with flat staffing → response times climb; add agents or automation.
• One channel dominating → consider a dedicated inbox or canned responses for it.
• Uneven per-agent load → revisit assignment rules.

For live, at-a-glance oversight of who's online and working right now, see Agent monitoring.