Message Volume
Track how many messages each agent or team sent in any period.
What is this report?
The Message Volume report shows the number of messages sent by agents over time. With it, managers can identify who is handling more tickets, compare performance between teams, and check volume trends across days, weeks, or months.
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.
How to Access
- In the sidebar, click Reports (📊)
- On the reports page, choose:
- Volume by Agent – individual messages from each team member
- Volume by Team – messages grouped by team
Period Selection
In the upper right corner of each report, use the period selector:
| Option | What it shows |
|---|---|
| Today | Current day only (grouped by hour) |
| This week | Monday through today (grouped by day) |
| This month | Start of month through today (grouped by day) |
| This year | Start of year through today (grouped by month) |
| Specific day | A day chosen on the calendar (by hour) |
| Specific month | A chosen month and year (by day) |
| Specific year | A chosen year (by month) |
Summary Cards
Just below the period selector, colored cards appear — one for each agent or team. Each card displays:
- Agent / team name
- Total messages in the selected period
Interaction: Click a card to filter the chart and see only that agent's or team's data. Click again to return to the overview.
The Chart
The chart shows the evolution of message volume over the selected period.
- Horizontal axis (X): time periods (hours, days, or months depending on the period)
- Vertical axis (Y): number of messages
- Colored lines or bars: each color represents a different agent or team
Chart types
Use the buttons in the chart corner to toggle between:
| Type | When to use |
|---|---|
| Bar | Compare volumes between agents in each period |
| Line | Visualize trends over time |
Hover over the chart to see the exact values at each point.
Printing
Click the Print button (🖨️) next to the period selector to generate a clean print version.
The printed version includes:
- Report title and subtitle
- Selected period (e.g.,
03/01/2026 — 03/23/2026) - Active filter, if any (e.g., selected agent name)
- Generation date and time
- Summary cards with totals
- Chart
💡 Tip
The sidebar, buttons, and period selector are automatically hidden on print. No configuration needed.
Usage Examples
View current month volume by agent
- Open Reports → Volume by Agent
- Select This month in the selector
- Compare the cards to see who sent the most messages
Analyze a specific agent's productivity in March
- Open Reports → Volume by Agent
- Select Specific month → choose March/2026
- Click the desired agent's card
- Analyze the line chart with daily evolution
Compare teams over the last year
- Open Reports → Volume by Team
- Select This year
- Use the bar chart to see each team's monthly volume
Generate a report for a meeting
- Set the desired period and filters
- Click Print
- In the print dialog, choose Save as PDF if you prefer a digital file
Next Steps
- Reports Overview – Explore all available reports
- Settings – Manage teams and permissions