Reading your reports

Reports has a tab per subject — conversations, response times, resolutions, messages, assignments, the leaderboard, AI, CSAT, campaigns, contacts and leads. Every tab shares one filter bar: a date 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.