Reporting & export

Open Reports in the main navigation. Reports are for managers and owners; agents don’t see team statistics.

Filters

• Period: the last 7, 30 or 90 days, this or last month, earlier months, this or last year, or all time.
• Project: one project or all projects you manage.
• Group: only conversations routed to one group.

Figures

• Conversations in the period, and how many are still open.
• First response and time to resolve, on average.
• Solved by assistant: conversations the AI assistant closed without handover.
• Escalations and AI Credits used.
• New conversations per day (or per month for long periods).
• By channel, top topics (from conversation summaries) and by team member.
• By group: conversations created in the period per routing group, how many were closed and the average time to resolve.
• Active time per team member: from each member’s first to last message in a conversation, internal notes included. Conversations handled in parallel are counted once.
• Visitor feedback: number of ratings, average score and share of helpful ratings, per team member and for the assistant versus the team.

Export

Use Export to download the current selection as a CSV file for Excel or your own analysis:

Export	Contents
Conversations	One row per conversation: project, channel, status, mode, group, assignee, timestamps, rating, tags and the answers to intro questions.
Work per conversation	One row per team member and conversation: number of messages, first and last message in the period and the active time in between.
Report tables	All tables of the report as section, name, metric, value rows, including messages and conversations per team member and day.

Exports never contain message text, subjects, contact details or email answers. Each export is recorded in the organisation’s audit log.

Reports are also available through the public API with the reports:read scope.