Understanding reports
Reports show ticket volume, response times, agent performance, and customer satisfaction.
Finding reports
Click Reports in the left sidebar. You'll see the available report tabs listed below the Reports header.
Available reports
- 📊 Overview — Ticket volume and response times across your helpdesk
- 👤 Agents — Individual agent workload and performance
- 🤖 AI agent — Resolution rates and handovers for your AI agent
- 📥 Inboxes — Performance by channel (email, chat, social)
- 👥 Teams — Team-level metrics
- 🏷️ Labels — Conversation counts by label
- ⭐ CSAT — Customer satisfaction scores
Who can access reports
Administrators and Managers can access all reports and see data for all agents, teams, and inboxes.
Agents can only access the Agents report. They see only their own performance data — not other team members.
Selecting a date range
1. Click the date picker in the top right
2. Choose a preset (Last 7 days, Last 30 days) or select custom dates
3. Click Apply
Comparing periods
1. Click the comparison dropdown below the date picker
2. Choose a comparison type:
- Previous period — Same duration, immediately before your selected range
- Previous year — Same dates, one year earlier
3. Trends appear as percentage changes on each metric
Business hours toggle
When enabled, time-based metrics only count hours during your configured business hours. You'll need to set up business
hours in Settings first.