Track your performance (reports & statistics)

What it's for

The Reports section lets you steer your customer service with numbers. At a glance, you can see your response times, your team's workload, its performance, and your customers' satisfaction. It's the perfect place to spot what's working well and what needs improvement.

Where to find the reports

In the left sidebar, click Reports.
Choose the report you're interested in from the menu (Overview, Agents, Inboxes, etc.).

The different reports

Overview

The general dashboard of your activity. It notably tracks:

your conversation volume (how many exchanges you handle);
your first response time (how long a customer waits before getting a first reply);
your resolution time (how long it takes to close a conversation).

Report by agent

See who replies and how much: the number of conversations handled by each team member, along with their times. Handy for balancing the workload.

Report by inbox (channel)

Compare the activity of each of your channels (email, website chat, social media, etc.). This shows you which channel brings in the most requests.

Report by team

Track the performance of each of your teams, if you've created several (for example Sales, Support, Billing).

Report by label

Analyze your conversations by the labels you've applied to them (for example "refund", "bug"). Ideal for measuring how often a type of request comes up.

Conversations report

A detailed view of all your conversations over the selected period.

Satisfaction (CSAT)

The CSAT report measures your customers' satisfaction based on the ratings they leave after an exchange. You'll know how much your replies were appreciated.

Filter by period and export

Open the report you want.
At the top, select the period you're interested in (for example the last 7 days, the current month, or a custom date range).
To keep the data, click Download (or Export) to retrieve the report as a file.

💡 Tip — Get into the habit of checking your Overview once a week. A few minutes are enough to spot a rise in response time or a channel under pressure.