## 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

1. In the **left sidebar**, click **Reports**.
2. 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

1. Open the report you want.
2. At the top, select the **period** you're interested in (for example the last 7 days, the current month, or a custom date range).
3. 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.