Reports & Analytics
Track operational performance with support metrics, message volume, teams, appointments, and CRM — with export and custom dashboards.
What it's for
- Owners, admins, and managers who need a full view of operations
- Supervisors comparing teams, agents, and channels
- Management meetings with printable volume reports (PDF)
- Marketing analyzing conversion and customer source via advanced CRM reports
What you can do
- Measure response time, resolution time, resolution rate, and satisfaction in support
- Generate volume reports by agent and team, with charts and print
- Track team ranking, online time, and satisfaction by agent
- Analyze appointments: attendance, cancellation, and no-show
- Compare performance across support channels
- Create advanced CRM reports with groupings and CSV export
- Export as CSV, Excel, PDF, or JSON; schedule email delivery
- Build custom dashboards with widgets
Permissions
Owners, admins, and managers see full metrics. Agents access personal metrics only.
How it connects
- Chat & Support — support metrics and message volume
- Multichannel Support — performance comparison by channel
- CRM & Customers — advanced reports with groupings
- Schedule — attendance and no-show metrics