Reports & analytics

With reports, you can see the following in numbers, graphs and bar charts. You can filter the report based on dates, channels, tags and agents.

Team’s overview

• The total number of messages received during a certain period
• The total number of opened conversations during a given period
• The total number of closed conversations during a give period
• Average resolution time
• Average customer waiting time to receive the first reply from your team

Per agent

• The total number of conversations handled per agent
• Average resolution time per agent
• Average first response time per agent
• Average number of messages sent by each agent before closing the conversation

Below is an example of a report for 1 day “yesterday”:\