1. Reports overview
Use Reports to check your current workload and understand activity over time. Staff can view reports for conversations in their accessible workspaces.
The four tabs answer different questions:
- Overview: what needs attention now?
- Conversations: how much work arrived, closed and received a response?
- AI: how often did the agent handle, resolve or hand over conversations?
- CSAT: how did customers rate their interactions?
Dates and filters
Select Today, 7 days, 30 days, This month or Custom with From and To. Choose Day or Week grouping. A Workspace selector appears when multiple workspaces are available; clearing it includes accessible workspaces. There is no channel filter or comparison-period control.
Timezones
Date controls use browser-local boundaries and send timestamps; daily and weekly buckets use the business timezone. Seven and 30 days are rolling lookbacks from the current time. Align timezones when comparing exports with another system.
Overview metrics
Overview is current state: its workload figures do not use the selected date range. It excludes spam and counts open conversations only.
| Card / table column | Meaning |
|---|---|
| Open | All currently open, non-spam conversations in scope. |
| Unassigned | Open human-handled conversations without an assignee. |
| Awaiting reply | Open human-handled threads whose recorded latest message has not advanced beyond the last customer message. |
| Handled by AI | Open conversations with AI handling enabled. |
| Staff online | Connected staff; per-workspace rows count connected members. |
Open conversations per workspace
The chart shows Open, Unassigned and Handled by AI. The table adds Awaiting reply and Staff online. The total Staff online value is business-wide connected staff, so it can differ from a selected workspace's row or the sum of rows containing the same person.
Refresh and CSV export
Reports load when opened or when relevant controls change. They are not a continuously refreshed live dashboard. Reload or change the selection for a fresh view. CSV exports the selected report. There is no per-card conversation drilldown.
Empty results
Zero counts mean there are no matching records. An em dash means a duration or average has no observations to calculate.
Related guides: Conversations, AI, CSAT.