7. Reports
- 7.1 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…
- 7.2 Conversations report
Use Reports → Conversations to understand demand and how quickly conversations receive a response or reach closure. Select the date range and accessible…
- 7.3 AI report
Use Reports → AI to review agent handling, resolutions and handoffs. These figures help you identify where knowledge or handoff guidance may need attention;…
- 7.4 CSAT report
Use Reports → CSAT to review customer ratings and the proportion of closed conversations that received one. Choose the date range and workspace scope. The…