Reading your reports

Reports has a tab per subject — conversations, responses, resolutions, messages, assignments, the leaderboard, AI agents, CSAT, contacts, lifecycle, deals, orders and public engagement. Every tab shares one filter bar: a date range (or a custom range), a channel, a team, and a person.

Start with three

• First response time — how long a customer waits for any human reply. It predicts satisfaction better than anything else.
• Open conversations right now — if it climbs all week, you are short-handed.
• CSAT — what customers say when you ask them to rate the answer. Switch on «Ask for a rating after resolution» in a channel's settings to start collecting it.

• Set your first response target in Settings → Hours & response time, and the reports show which conversations missed it.
• Export the leaderboard or the conversation log as CSV when you need the raw rows.
• Each report area has its own permission, so a teammate can see sales numbers without seeing the team's.