How to Use Reports
Track your support performance with KPI cards and a suite of detailed reports you can download in Excel.
Reports turn your conversations into numbers you can act on, response times, resolution rates, satisfaction, and more. You get at-a-glance KPI cards plus a suite of detailed reports you can download in Excel.
Who can use this
Reports are available on Growth and above (and during the free trial), to Account Managers, Supervisors, Admins, and Owners.
Open Reports
Select Reports in the sidebar (under OPERATIONS). Use the timeframe dropdown (for example, Last 24 Hours) at the top right to set the period for everything on the page.
The KPI cards
At the top, four cards summarize the selected period:
| Metric | What it shows |
|---|---|
| Total Conversations | How many conversations happened. |
| Average Response Time | How quickly messages were answered on average. |
| Customer Satisfaction (CSAT) | Satisfaction from post-chat ratings. |
| Resolution Rate | The share of conversations resolved. |
Download a report
Below the cards, reports are grouped into categories such as Team Performance and Conversation Insights. Each report card describes what it covers and lists its key metrics.
Pick a timeframe
Set the timeframe dropdown to the period you want to report on.
Find the report
Open a category and read each report's key metrics, for example the Agent Performance Report covers average response time, resolution rate, and CSAT by agent.
Download it
Select Download Excel on that report to get the full data as a spreadsheet.
Use the insights
Reports are most useful when you compare periods and act on what changes:
- Rising response times can mean you need more agent coverage, adjust agent settings.
- A falling resolution rate often points to gaps the chatbot cannot answer, add FAQs or documents.
- To read the actual chats behind a number, open Conversations.
Troubleshooting
A report says "No data available for the selected timeframe"
There were no matching conversations in that period. Widen the timeframe dropdown, and confirm your chatbot is published and getting traffic.
The KPI cards show 0 or dashes
A new account has nothing to report yet. Once customers start chatting, the cards and reports fill in, some update in real time and others daily.