Reporting

The numbers every support lead checks, without the noise.

One page with the metrics that matter: what is waiting right now, volume, first response, resolution time and satisfaction, each time as a median and a p90. One slow afternoon cannot hide behind an average, and one great week cannot flatter it.

• Combine inbox, team and agent filters, and group the breakdown by any of them
• First response and resolution in business hours or on the wall clock, with holidays and time zones
• Click any tile, day, table cell or heatmap cell to open exactly the conversations behind the number
• A live strip with open, unassigned and long-waiting conversations and who is online, and a backlog by age and by who it waits on
• SLA attainment per policy, reopen rate, one-touch resolutions, repeat contacts and missed website chats, counted like every other number
• Staffing: agent-hours, occupancy and concurrency, with a weekday-by-hour heatmap of demand against agents online
• Channel mix, category trends with spikes flagged, and assignment: time to first assignment, reassignments and load
• Customer satisfaction by agent, team, inbox, tag and channel, with the responses and comments behind every number
• Save a view for yourself or share it with the team, pin it to the Reports sidebar and open it with one link
• A daily or weekly summary by email at the hour you choose, in your language, with the breakdown attached as CSV or Excel
• Breakdowns and time series download as CSV or Excel, and the Reports API serves the same numbers to Power BI, Looker Studio, Metabase or a script
• Numbers follow each person's role: someone who sees only their teams sees only their teams' figures
• Bot results: handled, resolved by the bot, hand-offs and time to hand-off