Reports
Generate detailed reports on chat activity, agent performance, service levels, and messaging to gain insights into your organization's customer engagement.
The Reports module provides comprehensive analytics across all aspects of your messaging operations. You can analyze chat volumes by agent, bot, channel, or business unit; measure service quality with response time metrics; track user growth; and monitor WhatsApp template message delivery. All reports support flexible date ranges and can be exported to CSV for further analysis.
Running a Report
All reports follow a consistent process for generation.
Generate a Report
Run any available report for a specific date and time range.
Steps:
- Navigate to Dashboards > Reports.
- Select the desired report from the Report dropdown.
- Set the Date Time Range (UTC) using the date picker. You can select a custom range or use quick presets like "Today", "Last 7 Days", or "This Month".
- If the report requires additional filters (such as Agent, Business Unit, or WhatsApp Bot), select the appropriate values from the dropdowns that appear.
- Click Run Report.
Result: The report is generated and displayed below the controls. Charts and tables are rendered based on the report type.
- All date and time values in reports are displayed in UTC unless otherwise noted
- Use the preset date ranges for quick access to common time periods
- Reports with large datasets may take a moment to load
Export Report to CSV
Download report data as a CSV file for further analysis in spreadsheet applications.
Steps:
- Generate the report you want to export.
- Look for the download icon in the report header or table section.
- Click the download icon to save the CSV file.
Result: A CSV file is downloaded to your computer containing the report data.
Chat Volume Reports
Analyze chat activity across different dimensions to understand workload distribution and trends.
Chats By Agent
Shows the number of chats handled by each agent during the selected period, along with their average service metrics. Use this report to:
- Identify top-performing agents by chat volume
- Compare workload distribution across your team
- Analyze individual agent response times and chat durations
Chats By Agent by Channel
Breaks down each agent's chat volume by communication channel (Webchat, Messenger, WhatsApp, Telegram, SMS, LINE, Viber). This report helps you understand which channels each agent handles most frequently and can inform channel-specific training or specialization.
Chats By Agent by Specific BU
Filters chat activity to show only agents within a selected business unit. When you run this report, you must select a specific business unit from the dropdown. The results show chat volumes and service metrics for agents in that team only.
Chats By Bot
Shows the number of chats processed by each chatbot during the selected period. This report helps you understand which bots are receiving the most traffic and can guide capacity planning for your chatbot infrastructure.
Chats By Hour of Day
Displays chat volume distributed across the 24 hours of the day (in UTC). The report aggregates all activity from the selected date range into hourly buckets, revealing peak traffic times. Use this to:
- Identify your busiest hours of operation
- Optimize agent scheduling to match demand patterns
- Plan staffing levels for peak periods
Chats By Day
Shows daily chat volume as a line chart over the selected date range. This report helps you identify trends, seasonal patterns, and the impact of marketing campaigns or events on chat volume.
Chats By Agent By Day
Combines agent performance with daily trends, showing each agent's chat volume over time. The report displays both a chart with multiple agent trend lines and a detailed table with daily counts per agent. This is useful for tracking individual agent productivity over time.
Chats By Agent By Day By BU
Similar to Chats By Agent By Day, but filtered to a specific business unit. Select a business unit to see only that team's daily chat activity per agent.
Chats By Bot By Day
Shows daily chat volume for each chatbot as a multi-line chart. Use this to compare traffic across different bots over time and identify trends in channel usage.
Chats By Business Unit
Breaks down chat activity by business unit, showing total chats, channel distribution, and service metrics for each team. This report includes all closed inbound, outbound, and transfer chats, making it ideal for departmental performance comparisons.
Service Level Reports
Measure the quality and speed of your customer service operations.
Service Level
Provides key service quality metrics for the selected period:
| Metric | Description |
|---|---|
| Chats | Total number of completed chats |
| Avg Wait | Average time users waited to be connected to an agent |
| Avg Response | Average time from agent assignment until the agent's first response |
| Avg Duration | Average time from first agent response until the chat was closed |
| Missed Chats | Number of chats where users left before connecting to an agent |
| Missed Avg Wait | Average time users waited before abandoning missed chats |
User Reports
Track user acquisition and engagement across your chatbots.
Users Created
Shows the number of new users created per chatbot during the selected period. A user is created when they first interact with a chatbot. Use this to measure user acquisition across different channels and bots.
Users Created Who then Chat to an Agent
Extends the Users Created report by showing how many new users went on to have a conversation with a human agent. This report shows:
- Total new users per bot
- Number who chatted with an agent
- Percentage conversion rate
Use this to measure the effectiveness of your chatbot flows at escalating to human support when needed.
Message Reports
Analyze messaging patterns and content types.
Messages Sent and Received
Provides a breakdown of all messages exchanged during the selected period, categorized by type:
| Message Type | Description |
|---|---|
| Agent Text | Text messages sent from agents to users |
| User Text | Text messages sent from users to agents |
| Agent Media | Images, documents, or other media sent by agents |
| User Media | Images, documents, or other media sent by users |
| Agent Translation | Messages translated from the agent's language to the user's language |
| User Translation | Messages translated from the user's language to the agent's language |
| Agent Transfer | Transfer messages when chats are handed off between agents |
| Agent Inline Note | Private notes added by agents to chat threads |
| System | Automated system messages (e.g., "no agents available") |
| Whisper Text/Media | Private messages between agents during supervision |
The report also shows the top 5 media types sent by users and agents, helping you understand what content is being shared.
Agent Reports
Track individual agent activity and availability.
Agent Availability
Shows when a specific agent was available during the selected period. You must select an agent from the dropdown to run this report. The results display a log of the agent's availability status changes with timestamps in your local timezone. Use this to:
- Verify agent attendance and working hours
- Identify patterns in agent availability
- Investigate gaps in coverage
WhatsApp Template Report
Track the delivery and engagement of WhatsApp template messages.
WhatsApp Template
Analyze the delivery status of a specific WhatsApp template message sent during campaigns or automated flows. When running this report:
- Select a WhatsApp Chatbot from the first dropdown
- Select the Language of the template
- Select the specific Template you want to analyze
- Set your date range and click Run Report
The report displays:
- A preview of the selected template
- A donut chart showing delivery status breakdown
- A detailed table of recipients with their delivery status
Delivery statuses include:
| Status | Description |
|---|---|
| Convrs | Message is queued in Convrs for sending |
| Server | Message has been sent to the WhatsApp server |
| Sent | Message has been sent to the recipient |
| Delivered | Message was delivered to the recipient's device |
| Read | Recipient has read the message |
| Replied | Recipient responded to the template message |
| Not Installed | Recipient does not have WhatsApp installed |
| Error | Delivery failed (error details shown in Error column) |
Use the Status filter dropdown in the table header to view only recipients with a specific delivery status.
Understanding Metrics
Key metrics appear across multiple reports. Understanding these helps you interpret your data correctly.
Time-Based Metrics
| Metric | What It Measures | Why It Matters |
|---|---|---|
| Average Wait Time | Time from when a user requests an agent until they are connected | Indicates staffing adequacy and queue management effectiveness |
| Average Response Time | Time from agent assignment until the agent sends their first message | Measures agent attentiveness and initial engagement speed |
| Average Duration | Time from first agent response until the chat is closed | Indicates conversation complexity and agent efficiency |
Chat Counting
- Completed Chats - Conversations that were closed by the agent, user, or system. This is the primary measure of handled work.
- Missed Chats - Conversations where the user left before being connected to an agent. Only counted on channels and flows that allow users to abandon the queue.
Best Practices
Get the most value from your reports with these guidelines.
Regular Reporting Cadence
- Daily - Review Chats By Agent and Service Level to catch immediate issues
- Weekly - Analyze Chats By Hour and Chats By Day to identify patterns
- Monthly - Compare trends across business units and channels for strategic planning
Using Reports for Optimization
- Staffing - Use Chats By Hour to align agent schedules with peak demand
- Training - Identify agents with high wait or response times for coaching opportunities
- Channel strategy - Use Chats By Agent by Channel to understand channel adoption and plan resources
- Bot effectiveness - Compare Users Created with Users Who Chat to Agent to measure bot containment rates