Reports & analytics

The Conversations report: volume and response time

📍 Where to find it: Reports → Conversations The Conversations report shows, in charts, how your activity changes over time: number of conversations, incoming and outgoing messages, first response time, resolution time, number of resolutions and customer waiting time. How it works You choose a period and, if it's long enough, a grouping (by day, week, month or year). Madyis Hub then plots a curve or a bar chart for each indicator. Times (first response, resolution, waiting) are averages; the others are totals. A "Business hours" toggle lets you count only your opening hours. Step by step 1. Open "Reports" then the "Conversations" tab. 2. At the top, choose the date range (last 7 days, last 30 days, custom range, etc.). 3. If the period is longer than 29 days, choose the grouping (Day, Week, Month) in the "Group by" menu. 4. If needed, turn on the "Business hours" toggle to measure only your opening hours. 5. Read each chart: Conversations, Incoming messages, Outgoing messages, First response time, Resolution time, Number of resolutions, Customer waiting time. 6. To keep a copy, click "Download conversation reports" at the top right. Good to know - The "First response time" measures how quickly a customer gets a first reply: it's often the most telling indicator. - Hover over a point on a time chart to see how many conversations the average is calculated on. - The "Business hours" toggle requires you to have set your hours in the relevant inbox settings, otherwise it has no effect.

The per-agent report: performance of each member

📍 Where to find it: Reports → Agents The Agents report compares the performance of each member of your team: number of conversations handled, average first response time, resolution time, customer waiting time and number of cases resolved. How it works An overview page lists all agents in a table with their indicators over the chosen period. By clicking an agent's name, you open their detailed page with evolution charts specific to them. You can also filter a single agent directly from the selector at the top. Step by step 1. Open "Reports" then the "Agents" tab. 2. Choose the date range at the top of the page. 3. Read the table: each row is an agent with their conversations, average times and number of resolutions. 4. Click an agent's name to see their detailed page with charts. 5. Use the "Back" button to return to the list, or the agent selector to choose another one. 6. Click "Download agent reports" to export the table. Good to know - Use this report to spot who is overloaded and who can take on more conversations. - The times shown are averages: an agent with few conversations may have misleading figures. - For an agent to appear, they must have been assigned to conversations during the period.

The team report: collective performance

📍 Where to find it: Reports → Teams The Teams report measures the performance of each team you've set up: conversation volume, response and resolution times, and the number of cases resolved per team. How it works If you group your agents into teams (for example "Support", "Sales"), Madyis Hub calculates the metrics per team over the period you choose. An overview table lists all teams; clicking a team opens its detailed page with charts. Step by step 1. Make sure you've created teams in Settings → Teams. 2. Open "Reports" then the "Teams" tab. 3. Choose the date range at the top. 4. Read the table to compare teams, then click a team to see its details. 5. Click "Download team reports" to export. Good to know - This tab is only useful if the Teams feature is enabled and teams exist; otherwise the table stays empty. - Ideal for comparing a Sales unit and a Support unit that don't have the same speed targets.

The inbox report: performance per channel

📍 Where to find it: Reports → Inbox The Inbox report compares your channels against each other (website widget, WhatsApp, email, Facebook, Instagram, etc.): conversation volume, response and resolution times, and the number of cases resolved for each. How it works Each connected channel is an "inbox" in Madyis Hub. The report calculates the metrics per inbox over the period you choose and presents them in a table; clicking an inbox opens its detailed page with trend charts. Step by step 1. Open "Reports" then the "Inbox" tab. 2. Choose the date range at the top. 3. Compare your channels in the table (conversations, average times, resolutions). 4. Click the name of an inbox to see its detailed report. 5. Click "Download inbox reports" to export. Good to know - Use this report to decide which channels to invest in: the one that generates the most conversations may deserve a dedicated agent or an AI agent. - Inboxes appear as soon as they've received conversations during the period. - Add or adjust your channels from "Inboxes" in the Channels & configuration section.

The label report: track your topics

📍 Where to find it: Reports → Labels The Labels report measures activity per label (for example "Refund", "Bug", "Pre-sales"): how many conversations carry each label and their response and resolution times. How it works Madyis Hub groups conversations according to the labels you (or your automations) have applied to them, then calculates the same metrics as the other reports. An overview table lists all labels; clicking a label opens its detailed page with charts. Step by step 1. Open "Reports" then the "Labels" tab. 2. Select the date range at the top. 3. Browse the table to see the volume and times per label. 4. Click a label to open its detailed report. 5. Click "Download label reports" to export the data. Good to know - This report is only valuable if you label your conversations regularly: first create your labels in Settings → Labels. - Use it to spot the topics that come up most often and create, for example, a help article or a canned response. - Labels can be applied automatically via automation rules to make this report more reliable.

The customer satisfaction report (CSAT)

📍 Where to find it: Reports → CSAT The CSAT report shows what your customers think of your service: their satisfaction rating after a conversation, the survey response rate, and the details of each piece of feedback (rating, comment, agent involved). How it works When the satisfaction survey is enabled on an inbox, the customer receives a request to rate the conversation at the end of it. Madyis Hub aggregates these responses into three metrics (Total responses, Satisfaction score, Response rate), shows the breakdown of ratings, and lists each response in a table you can filter by agent, inbox, team and rating. You can also add internal evaluation notes to each piece of feedback (a feature reserved for higher plans). Step by step 1. First enable the CSAT survey on the relevant inbox (inbox settings, configuration tab). 2. Open "Reports" then the "CSAT" tab. 3. Choose the date range and, if needed, filter by agent, inbox, team or rating. 4. Read the three metrics at the top and the "Rating breakdown". 5. Browse the table to read each customer comment and the agent who handled the conversation. 6. Click "Download CSAT reports" to export the responses. Good to know - Without a CSAT survey enabled on at least one inbox, this report will stay empty. - The "Satisfaction score" is the percentage of positive responses; the "Response rate" indicates how many customers who were asked actually replied. - The internal "Evaluation notes" (private context on each piece of feedback) are available only in the Business plans and above.

The SLA report: meeting your promised deadlines

📍 Where to find it: Reports → SLA The SLA report tells you whether you're meeting the deadlines you've set yourself (first response, next response, resolution): success rate, number of misses, and the list of conversations involved. How it works An SLA is a time rule you define (for example "respond within one hour"). Once an SLA policy is created and applied to conversations, Madyis Hub tracks each deadline and calculates the "Success rate", the "Number of failures" and the "Number of conversations" involved. The table lists each conversation with its policy and its agent; a "View details" button shows the missed deadlines. Step by step 1. First create an SLA policy in Settings → SLA and apply it to your inboxes or conversations. 2. Open "Reports" then the "SLA" tab. 3. Choose the date range and filter if needed by SLA policy, agent, inbox, label or team. 4. Read the three metrics: Success rate, Number of failures, Number of conversations. 5. Browse the table and click "View details" to understand a miss. 6. Click "Download SLA reports" to export. Good to know - This report stays empty as long as no SLA policy is defined: start with Settings → SLA. - A "miss" is recorded as soon as a deadline is exceeded, including a late resolution. - Use the filters to spot which team or which channel most often exceeds the deadlines.

The Bot report: how your automatic agent performs

📍 Where to find it: Reports → Bot The Bot report measures what your automatic assistant handles on its own: number of conversations handled, replies sent, resolution rate (settled without a human agent) and handoff rate to a human. How it works When a bot or automatic agent handles conversations, Madyis Hub counts those it fully resolves and those it hands off to a human agent. From this it derives four metrics (Number of conversations, Total replies, Resolution rate, Handoff rate) and plots two trend charts: number of resolutions and number of handoffs over the period. Step by step 1. Open "Reports" then the "Bot" tab. 2. Choose the date range at the top. 3. If the period is long enough, choose the grouping (Day, Week, Month) under "Group by". 4. Read the four metrics at the top, then the "Number of resolutions" and "Number of handoffs" charts. 5. Compare the resolution rate to the handoff rate to assess how autonomous your bot is. Good to know - A high handoff rate flags the topics your assistant doesn't yet know how to handle: enrich its knowledge base accordingly. - This report only fills up if a bot or an automatic agent has handled conversations during the period. - This tab does not offer the "Business hours" toggle.

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.

Filtering a report: period, grouping and business hours

📍 Where to find it: Reports → (any tab) → filters at the top All reports share the same filters at the top of the page to frame your analysis: the date range, the grouping (by day, week, month or year) and the "Business hours" toggle. How it works The date range offers shortcuts (last 7 days, last 30 days, 3 months, 6 months, last year) or a custom range. The grouping only appears if the chosen period is long enough (from 30 days onward): it determines whether each bar in the chart represents a day, a week, a month or a year. The "Business hours" toggle excludes time outside your opening hours from the calculation of response and resolution times. Step by step 1. In any tab of "Reports", click the date picker at the top left. 2. Choose a shortcut (for example "Last 30 days") or "Custom date range", then your two dates and "Apply". 3. If the "Group by" menu appears, choose Day, Week, Month or Year depending on the detail you want. 4. Turn on the "Business hours" toggle to measure delays only during your opening hours. 5. The report updates automatically with each filter change. Good to know - Grouping by day is only possible for short periods; over a year, you will group by week or by month. - The "Business hours" toggle only has an effect if your hours are set in the settings of the relevant inbox. - The filters stay in the page address: you can copy the link to find exactly the same view again later.

Download and export a report as CSV

📍 Where to find it: Reports → (relevant tab) → "Download" button Most reports can be downloaded as a CSV file to open in Excel or Google Sheets, archive them, or share them with your accountant or management. How it works Each report that offers an export has a "Download" button at the top right. Madyis Hub generates a CSV file matching exactly the period and filters shown, then downloads it to your computer. The Conversations, Agents, Labels, Inbox, Teams, CSAT and SLA tabs offer the export; the Overview heatmaps also have their own download button. Step by step 1. Open the report tab you want (Conversations, Agents, Labels, Inbox, Teams, CSAT or SLA). 2. First set the period and filters as you wish: the export will use exactly these settings. 3. Click the "Download" button at the top right (for example "Download conversation reports"). 4. The CSV file downloads; open it in Excel or Google Sheets. 5. For an Overview heatmap, click the download icon at the top right of the card. Good to know - Double-check the period before exporting: the file only contains the data shown on screen. - The file name includes the report type and the date, which makes it easier to organize. - The Bot tab and the Overview (except heatmaps) do not offer a table export.

The Overview: your figures live

📍 Where to find it: Reports → Overview The Overview shows in real time the state of your customer service: how many conversations are open, pending or unassigned, which of your agents is online, and at which times your customers write to you the most. How it works This page refreshes automatically (live) without you having to reload. It brings together five blocks: the account's open/pending/unassigned conversations, agent status (online, busy, offline), a "Conversation traffic" heatmap (at which times and on which days messages arrive), a "Resolutions" heatmap, a table of conversations by agent and a table by team. Step by step 1. Go to "Reports" (Analytics section of the left-hand menu). 2. By default you are on "Overview"; if not, click that tab. 3. At the top, read "Open conversations" (open, unattended, unassigned, pending) and "Agent status". 4. Lower down, hover over the colored cells of "Conversation traffic" to see the number of conversations at each hour. 5. To filter a heatmap, use the period selector and the inbox menu at the top right of the map. 6. Check the "Conversations by agents" and "Conversations by teams" tables to see everyone's workload. Good to know - The darkest cells of the heatmaps indicate your peak hours: use them to plan your agents' presence. - The "Agent status" block is useful to check at a glance who is available right now. - The team table only appears if you have created teams (Settings → Teams).