Understanding reports: where to find your statistics

📍 Where to find it: Reports

Reports bring together all your customer-service statistics in one place: number of conversations, response speed, customer satisfaction, performance of each agent. It's your dashboard to know whether your service is working well.

How it works

Madyis Hub records every conversation, message and resolution in real time. From this data, it automatically calculates charts and indicators. You choose a period (for example the last 7 days) and the report updates. All reports are grouped in the "Reports" menu, divided into several tabs: Overview, Conversations, Agents, Labels, Inbox, Teams, CSAT, SLA and Bot.

Step by step

1. In the left-hand menu, scroll down to the "Analytics" section and click "Reports".
2. By default you land on the "Overview" tab (live figures).
3. Click "Reports" to expand the other tabs: Conversations, Agents, Labels, Inbox, Teams, CSAT, SLA, Bot.
4. Choose the tab that matches what you want to measure.
5. At the top of each report, select the period to analyze, then read the charts and tables.

Good to know

• Reports are reserved for account owners and people with the "Manage reports" permission: a regular agent doesn't see them.
• If a report shows "We didn't receive enough data points", that's normal on a new account: let a few days of activity go by.
• Start with the "Overview" for a quick glance, then open the detailed tabs when you want to dig deeper.