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📊 Reports & Metrics

Monitor support performance, analyze data and make decisions based on real metrics.

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📈 Main Dashboard

Access: “Reports” in sidebar

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Overview

Conversations

Total conversations in period

Avg Time

Average first response time

CSAT

Customer satisfaction

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🎯 Available Metrics

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1. Conversations

What it measures:
  • Total conversations created
  • Resolved conversations
  • Resolution rate
  • Pending conversations
Filters:
  • By period (today, week, month, custom)
  • By inbox (WhatsApp, Email, etc.)
  • By agent
  • By team
  • By label

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2. First Response Time (FRT)

What it measures: How long it takes for agent to respond to customer’s first message. Target:
  • 🟢 Excellent: < 1 minute
  • 🟡 Good: 1-5 minutes
  • 🟠 Fair: 5-15 minutes
  • 🔴 Poor: > 15 minutes
Why it matters: Customers expect fast responses. Low FRT = high satisfaction.

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3. Resolution Time

What it measures: How long it takes to completely resolve conversation. Benchmark:
  • Simple support: 10-30 minutes
  • Medium support: 1-4 hours
  • Complex support: 1-2 days

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4. CSAT (Customer Satisfaction Score)

What it measures: Customer satisfaction after resolving conversation. How it works:
  1. Conversation marked as resolved
  2. Customer receives survey: 😞 😐 😊
  3. Customer rates (optional)
  4. Metric updated
Calculation: 
CSAT = (Positive Ratings / Total Ratings) × 100

Example:
80 positive / 100 total = 80% CSAT

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5. Performance by Agent

Individual metrics:
  • Total conversations handled
  • Resolution rate
  • Average response time
  • Individual CSAT
  • Messages sent
Ranking: See who are best agents in each metric.

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📥 Export Reports

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CSV/Excel

  1. Configure desired filters
  2. Click “Export”
  3. Choose format (CSV or XLSX)
  4. Download starts automatically

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📧 Automatic Email Reports

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Configure Auto-Send

  1. Go to “Settings” → “Reports”
  2. Enable “Auto-Send”
  3. Configure:
    • Frequency: Daily, Weekly, Monthly
    • Time: 9am, 6pm, etc.
    • Recipients: Manager emails
    • Metrics: Choose which to include

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💡 Best Practices

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Define Goals (KPIs)

Establish clear objectives: Example: 
Q1/2025 Goals:

1. First Response Time: < 2 minutes
2. Resolution Rate: > 85%
3. CSAT: > 90%
4. Conversations per Agent: 50-60/day
Don’t just look at absolute numbers, watch trends:
  • Is CSAT rising or falling?
  • When did demand increase?
  • Which channel grows fastest?

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🚀 Next Steps

Agents

Manage your team

Teams

Organize by departments