Reports

Generate detailed reports on chat activity, agent performance, customer satisfaction, messaging patterns, and more to gain insights into your organization's customer engagement.

The Reports module provides comprehensive analytics organized into seven category tabs: Agent, Volume, Users, WhatsApp, Sales, AI, and Executive. Each tab contains reports tailored to a specific area of your operations. All reports support flexible date ranges, optional filters, and can be exported via CSV download or emailed as PDF or HTML.

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:

  1. Navigate to Dashboards > Reports.
  2. Select a category tab (Agent, Volume, Users, WhatsApp, Sales, AI, or Executive).
  3. Choose the desired report from the Report dropdown.
  4. Set the Date Time Range (UTC) using the date picker. You can select a custom range or use quick presets such as "Today", "Last 7 Days", or "This Month".
  5. If the report requires additional filters (such as Agent, Business Unit, Country, or WhatsApp Bot), select the appropriate values from the filter controls that appear.
  6. Click Run Report.

Result: The report is generated and displayed below the controls. Charts and tables are rendered based on the report type.

Tips
  • 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.
  • Click the help icon next to the report dropdown to view a description of the currently selected report.
  • Reports with large datasets may take a moment to load.

Filtering Reports

Many reports support optional filters to narrow your results. The available filters change depending on the selected report.

Filter by Agent

Narrow results to specific agents.

Steps:

  1. When the Agent(s) filter appears, click the filter field.
  2. Select one or more agents from the list. Leave empty to include all agents.
Tips
  • Enable the Hide agents not logged in checkbox to exclude agents who did not log in during the selected period.
  • Some reports (such as Agent Availability) require selecting a single agent from a dropdown instead of a multi-select filter.

Filter by Business Unit

Narrow results to specific business units.

Note
Some reports require selecting a single business unit from a dropdown rather than a multi-select filter.

Steps:

  1. When the Business Unit or Business Unit(s) filter appears, click the filter field.
  2. Select one or more business units. Leave empty to include all.

Filter by Country

Narrow results to specific countries.

Note
Country filtering is available on many reports including volume, service level, AI, and outbound reports.

Steps:

  1. When the Country filter appears, click the filter field.
  2. Select one or more countries. Leave empty to include all.

Filter by WhatsApp Bot and Template

Select a WhatsApp chatbot, language, or template for WhatsApp-specific reports.

Note
The template and language dropdowns appear only for reports that analyze individual templates.

Steps:

  1. When the WhatsApp Chatbot filter appears, select a chatbot from the dropdown or multi-select field.
  2. If required, select a Language from the language dropdown.
  3. If required, select a specific Template from the template dropdown.

Exporting Reports

Reports can be exported in multiple ways: downloaded as a CSV file, or emailed as a PDF attachment or HTML email.

Export to CSV

Download report data as a CSV file for further analysis in spreadsheet applications.

Note
Not all reports support CSV export. The download icon only appears on reports that have tabular data available for export.

Steps:

  1. Generate the report you want to export.
  2. Click the Download icon (downward arrow) in the report header.

Result: A CSV file is downloaded to your computer containing the report data.

Email a Report

Send a report to one or more email addresses as a PDF attachment or HTML email.

Steps:

  1. Generate the report you want to send.
  2. Click the Email icon (envelope) in the report header.
  3. Enter one or more email addresses in the input field, separated by commas.
  4. Choose whether to Send as PDF attachment (includes charts) by toggling the checkbox. PDF is selected by default.
  5. Click Send.

Result: The report is sent to the specified email addresses in the chosen format.

Tips
  • You can send to a maximum of 10 email addresses per email.
  • PDF format includes charts and visual elements. HTML format includes the report content in the email body.

Scheduling Reports

You can set up any report to be delivered automatically on a recurring basis.

Schedule a Report

Set up automatic delivery of a report on a daily, weekly, or monthly schedule.

Note
The report filters that are active when you create the schedule are saved with it. To change filters, create a new schedule from the report with the desired filters applied. For full details on managing scheduled reports — including editing, pausing, resuming, deleting, and frequency options — see Scheduled Reports.

Steps:

  1. Generate the report you want to schedule with the desired filters applied.
  2. Click the Schedule icon (clock) in the report header.
  3. Configure the frequency, delivery time, timezone, format, and recipients in the Schedule Report dialog.
  4. Click Save to create the schedule.

Result: The report is scheduled and will be delivered automatically at the configured time. It appears in the Scheduled Reports list.

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.

RAG Indicators

Some reports (particularly Executive reports) use colour-coded RAG indicators to highlight performance:

  • Green — Meeting or exceeding target
  • Amber — Approaching threshold, needs attention
  • Red — Below target, action required

Report Categories

Reports are organized into seven tabs. Click a category below for detailed documentation on each report.

Agent

Analyze individual agent performance, chat volumes, availability patterns, transfer rates, and workload balance. See Agent Reports for details.

Volume

Track chat volumes by hour, day, bot, and business unit. Includes service level metrics, closure reasons, queue times, and geographic breakdowns. See Volume Reports for details.

Users

Monitor new user acquisition across channels and bots, including conversion rates to agent-assisted conversations. See User Reports for details.

WhatsApp

Analyze WhatsApp template message delivery, campaign performance, quality ratings, and template effectiveness. See WhatsApp Reports for details.

Sales

Track outbound messaging activity, agent sales performance, response rates, and channel comparisons. See Sales Reports for details.

AI

Review AI-predicted customer satisfaction (CSAT), sentiment analysis, emotion detection, topic categorization, and quality insights. See AI Reports for details.

Executive

High-level dashboards and scorecards with period-over-period comparisons and RAG indicators for executive review. See Executive Reports for details.

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