Reports
Analytics and insights for your conversations and team
Reports Overview
The Reports module provides comprehensive analytics to help you understand customer interactions, measure team performance, and make data-driven decisions.
Report Categories
Conversation Reports
Volume Analysis
- Total conversations by period
- Conversations by channel
- Peak hours and days
- Trend comparisons
Resolution Metrics
- Average resolution time
- First response time
- Conversations per agent
- Resolution rate
Agent Performance
Individual Metrics
| Metric | Description |
|---|---|
| Conversations Handled | Total chats managed |
| Average Handle Time | Time per conversation |
| First Response Time | Speed to first reply |
| Resolution Rate | % of resolved chats |
| CSAT Score | Customer satisfaction |
Team Overview
- Active agents
- Online time
- Workload distribution
- Performance ranking
Customer Insights
Contact Analytics
- New contacts by period
- Contact sources
- Channel preferences
- Geographic distribution
Engagement Metrics
- Messages per conversation
- Return customer rate
- Conversation frequency
- Lifetime interactions
Campaign Reports
Performance Metrics
- Messages sent/delivered
- Open rates
- Response rates
- Conversion tracking
ROI Analysis
- Cost per message
- Revenue attribution
- Campaign comparisons
Dashboard Widgets
Conversation Trends
Line chart showing volume over time with:
- Daily/weekly/monthly views
- Channel breakdown
- Year-over-year comparison
Channel Distribution
Pie chart displaying:
- WhatsApp %
- Instagram %
- Messenger %
- Website Widget %
- Telegram %
Response Time
Gauge showing:
- Average first response
- Target achievement
- Trend indicator
Agent Leaderboard
Ranked list showing:
- Top performers
- Key metrics
- Comparison to average
Custom Reports
Report Builder
Create custom reports:
- Select data sources
- Choose metrics
- Add dimensions
- Apply filters
- Set date range
Filters
Filter reports by:
- Date range
- Channel
- Agent
- Tags
- Custom fields
Export Options
Export reports as:
- PDF document
- Excel spreadsheet
- CSV file
- Scheduled email
Scheduled Reports
Automated Delivery
Set up recurring reports:
- Daily summaries
- Weekly performance
- Monthly analytics
- Custom schedules
Recipients
Send to:
- Email addresses
- Slack channels
- Webhook endpoints
Key Performance Indicators
Recommended KPIs
| KPI | Target | Description |
|---|---|---|
| First Response Time | < 5 min | Speed to first reply |
| Resolution Time | < 24 hrs | Time to resolve |
| CSAT Score | > 4.5/5 | Customer satisfaction |
| Resolution Rate | > 90% | % conversations resolved |
| Agent Utilization | 70-80% | Optimal workload |