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Reports & analytics

Review recorded service, audience and pipeline activity

Use date, channel, team and assignee filters across conversation, message, response, resolution, assignment, contact, lifecycle, lead, CSAT, leaderboard and eligible AI report tabs.

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Reports & analytics

Response and resolution definitions

See average, median and bucketed durations plus channel, team and assignee breakdowns. First response tracks a human reply; resolution runs from conversation creation to its recorded close time.

Operational volume and routing

Review opened and closed conversations, busiest hours, inbound and outbound messages, provider delivery states, assignment sources, current lifecycle distribution and pipeline intake.

AI activity without a savings claim

Eligible workspaces can review replies, escalations, tokens, latency, CSAT splits and a defined deflection rate: AI-touched threads closed without a recorded AI escalation.

How it works

  1. 1

    Configure service targets, CSAT, closure categories, lifecycle stages and consistent pipeline fields before using the reports for decisions.

  2. 2

    Select a date range and optional channel, team or human/AI assignee scope, then choose the tab that matches the question.

  3. 3

    Check how that tab defines its cohort, timestamps and missing values before comparing periods or people.

  4. 4

    Export the conversation log or leaderboard CSV where available, or use the relevant application records and API endpoints for further analysis.

Best fit

Managers who need operational trends from activity already recorded in Labeeq and are prepared to interpret metric definitions and data coverage.

Set up deliberately

  • Set the first-response SLA, enable and test CSAT where needed, and train the team to close and categorise conversations consistently.
  • Standardise lifecycle, lead source, owner and value entry before treating funnel or pipeline totals as comparable.
  • Verify role access, time zone, provider receipts and AI event capture; document which reports are snapshots and which use a date-window cohort.

Confirm before launch

  • Reports recalculate from recorded database activity when loaded; they are not a guaranteed real-time monitoring or alerting service.
  • Missing provider receipts, unsubmitted CSAT, reopened threads, changed ownership and incomplete fields affect the displayed metrics.
  • CSV export is currently provided on selected surfaces such as the conversation log and leaderboard, not as a universal export for every chart.
Reports & analytics

Common questions

Which report areas are available?

The report hub covers conversations, messages, human first responses, resolutions, assignments, contacts, lifecycle, leads, CSAT and a human/AI leaderboard. An AI-agent tab appears when AI access is available; campaigns also have their own reporting overview.

Can I compare teammates and teams?

Response and resolution tables can break recorded activity down by channel, team and current assignee, and the leaderboard combines human and AI rows. Treat them as operational measurements: ownership changes and small sample sizes can affect comparisons.

Can I analyse the data elsewhere?

Selected report surfaces export CSV, and the public API exposes selected contact, conversation, message, lead and task records. It is not a general endpoint for every chart or every internal database field, so confirm coverage before planning BI work.

Works even better together

Tasks & calendar Follow-ups, calls and meetings Campaigns & broadcasts Broadcasts sent at a safe pace

How Labeeq connects conversations and follow-up

Each capability supports a different part of the customer workflow.

Omnichannel team inbox Bring WhatsApp, Instagram, Messenger, Telegram, email and web chat into one workspace, with assignment, notes and team replies. Omnichannel team inbox An AI teammate Answers from maintained knowledge in a configured language, runs enabled actions, and hands the conversation to a human under your rules. An AI teammate Sell and fulfil in chat Keep a catalogue with stock, let an AI agent or your team take the order in the conversation, then move it from new to delivered and message the customer at each step. Sell and fulfil in chat CRM & pipeline Keep contact history beside separate deals, values, outcomes and the lifecycle stages your team defines. CRM & pipeline Flows & automation Use visual triggers, conditions and actions to route, qualify, reply and escalate without writing code. Flows & automation Campaign outreach and replies Send approved WhatsApp templates to filtered audiences, then handle campaign replies in the shared inbox. Campaign outreach and replies Lead capture and follow-up Keep enquiries from connected channels with the contact record, then use configured AI, routing, deals and tasks to manage the next step. Lead capture and follow-up Organised for busy periods Use ownership, team routing, statuses and workload reporting to keep peak-hour conversations visible and accountable. Organised for busy periods Sign-in and access controls Use encrypted connections, optional two-factor sign-in and passkeys, roles, phone masking and private-file checks as part of your security process. Sign-in and access controls

See it working on your own conversations.

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