Reporting & Dashboards

Reporting covers the historical and aggregate view of how your support operation is performing. Six built-in report types cover the metrics that matter across most support teams, custom dashboards let supervisors save the views they use most, and AI analytics break down bot performance, credit usage, and return on investment. This guide covers the built-in reports, how to build custom dashboards, how breakdowns and filters work, and how to export or schedule reports for stakeholders.

Overview

Reporting lives at Admin > Reports and complements the real-time supervisor dashboard. The supervisor dashboard answers "what's happening right now?" Reporting answers "how did we do, and how has that changed?" Both matter; both are available.

Data is rolled up at multiple grain levels (hourly, daily, monthly) so reports load quickly whether you're reviewing yesterday or the past quarter.

Built-in Reports

Six standard report types cover most of what a support operation needs to track.

Agent Performance

Individual agent metrics over a chosen time range: conversations handled, first response time, resolution time, CSAT scores, adherence to business hours, ticket status distribution, and closure reasons. Useful for one-on-ones, capacity planning, and identifying agents who need support (either extra load or coaching).

Team Summary

Team-level aggregates for comparing workload and throughput across teams. Conversation volume, average resolution time, SLA compliance rate, peak queue depth, agent utilization. Good for identifying which teams are overloaded or under-resourced and for comparing performance trends between teams.

Queue Analytics

How the queue behaves over time: average and peak depth, wait times, abandonment rates, time-of-day patterns, day-of-week patterns. Useful for staffing decisions and for identifying when routing strategies need tweaking.

SLA Compliance

Tracks whether tickets are meeting defined service level agreements for first response and resolution. Shows compliance percentage, breach count, tickets approaching breach, and patterns by team, priority, or channel. Essential for customers with contractual SLA commitments.

Conversation Volume

Total conversations started, resolved, abandoned, and transferred over the chosen period. Broken down by channel, team, and time. The volume view is how you answer "is our support load growing?" and "which channels are driving that growth?"

CSAT Summary

Customer satisfaction scores rolled up across all channels and teams. Average score, distribution of ratings, comments sentiment, trends over time, and breakdowns by team or agent. See CSAT Surveys for how CSAT data is collected.

AI Analytics

A dedicated AI analytics view covers metrics specific to AI-handled conversations:

Custom Dashboards

Supervisors and admins can build custom dashboards that combine multiple reports with persistent filters. Common examples:

Custom dashboards are saved per user and can optionally be shared with other users or made tenant-wide.

Filters and Breakdowns

Every report can be filtered and broken down by:

Filters compose: a report showing "SLA compliance for the Billing team's urgent tickets from Enterprise-tier customers in the last quarter" is four filters applied to the SLA Compliance report.

Exports

Any report or dashboard can be exported as CSV (for external analysis in spreadsheets or BI tools) or PDF (for stakeholder reports). Exports respect the current filters so what you see is what you export.

For data teams that want the raw data, a structured export of conversation, ticket, and event data is available for customers on plans that include API access.

Scheduled Reports

Any report or custom dashboard can be sent on a schedule — daily, weekly, monthly — to a list of email recipients. Useful for:

Scheduled reports include the filter configuration, so each recipient gets the same view they'd see if they opened the report manually.

Best Practices