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Reports: track your activity and your team

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Michael

Michael

Last updated on Jun 5, 2026

Reports show you your support activity and your team's performance. Go to the Reports menu (admins).

The main reports

  • Overview (live): the account state in real time — open / unattended / unassigned conversations, agents online.
  • Conversations: volume, incoming/outgoing messages, first response time, reply time, resolution time, number of resolutions, bot resolutions.
  • Agents, Inboxes, Teams, Labels: the same metrics, but per agent, per inbox, per team or per label.
  • CSAT: customer satisfaction (see the dedicated article).
  • Bot: the volume handled by your AI agents.
  • Heatmaps: conversation volume by hour and by day.

Date range and export

Each report offers a date-range selector (last 7/30 days, 3/6 months, year, or custom), a grouping (day/week/month) and a downloadable CSV export.

Good to know: the "Overview" is ideal day-to-day to see what's happening live; the "Conversations" and "Agents" reports are for steering over time.