Reports > Overview shows how your support desk did over the last days: how many conversations came in and were resolved, how satisfied customers were, how well SLA deadlines were kept and which tags were used. Open it with the Reports icon in the left bar. For the queue right now, use the Supervisor panel.
Who can open it
The Reports icon appears for roles with the Manage reports permission. The Admin role has it, the Agent role does not; a team lead can get it through a role of your own, see Roles and permissions.
The period
The buttons at the top choose the period: 7 days, 30 days, 90 days or Custom, which takes a number of days from 1 to 365 (anything else falls back to 30). The period applies to the satisfaction, message, SLA, tag and trend cards. Open conversations and Agent status always show the moment you look. The page refreshes itself every five minutes while it is open and shows Last updated; Refresh updates it at once.
Open conversations
Conversations that are not resolved or closed, right now:
- Open: all of them;
- Awaiting Response: the last message is the customer's;
- Unassigned: no agent yet (a team may already have it);
- Awaiting First Reply: nobody has answered yet.
Agent status
How many agents are Online (the panel is open, idle ones included), Offline, Away and Reassigning (away with Reassign replies on).
Customer satisfaction
The ratings customers left in the satisfaction survey sent when a conversation is resolved: Avg Rating, Response Rate (the share of surveys answered) and Responses. The survey is switched on per inbox.
Message volume
Total, Incoming (from customers), Outgoing (from your agents and the AI assistant) and Per Conversation for the period.
SLA performance
For each SLA metric, First Response, Next Response and Resolution: Compliance (the share met), how many were Met and Breached, and the average time (Avg First Response Time, Avg Next Response Time, Avg Resolution Time). The card has data only when an SLA policy applies to your conversations, see Macros, tags, SLA and business hours.
Tag distribution
Tagged: the share of conversations with at least one tag, and Top Tags: the tags used most. Tags are set in a conversation under Details > Actions, by macros or by automation rules.
Conversation trends
A chart of New conversations and Resolved conversations per day over the period.
The assistant's own report
Why the AI assistant handed conversations to people and which questions it found no answer to is shown in the EPAV cabinet, section Bot at work, see Your account and your site.