v2026.3.4
Release date: March 23, 2026
✨ New Features
📊 Message Volume Reports
New reports module available in the sidebar menu, with two complementary views to track the productivity of the support team.
What is it for?
- View by agent – See how many messages each team member sent in any period, with an evolution chart over time
- View by team – Compare message volume across the organization's teams
- Flexible period selection – Choose from today, this week, this month, this year, or a specific date/month/year
- Filter by agent or team – Click a summary card to focus the chart on a single agent or team
- Built-in printing – Generate a clean printable version with the period header and totals
How to use?
- In the sidebar, click Reports (bar chart icon)
- Choose Volume by Agent or Volume by Team
- Select the desired period in the selector at the top right
- Click an agent/team card to filter the chart
- Use the Bar / Line buttons to toggle the chart type
- Click the Print button to generate the print version
Permissions
Access to the Reports module is exclusive to Owners, Administrators, and Managers. Agents (agent and agent_limited) do not see this item in the menu and cannot access the pages directly.
🎯 Benefits
- ✅ Productivity visibility – Managers can track the workload of each agent without needing external tools
- ✅ Team comparison – Makes it easy to identify imbalances in service distribution
- ✅ Historical analysis – Trends visible over time with fully flexible period selection
- ✅ Professional printing – Print version with automatic period header and date/time, without navigation elements
- ✅ Access control – Only managerial profiles have access, ensuring confidentiality of performance data