Executive Reports

High-level dashboards and scorecards with period-over-period comparisons and RAG (Red/Amber/Green) indicators for executive review.

The Executive tab contains eight reports designed for management review. These reports combine multiple metrics into summary dashboards, use RAG colour coding to highlight areas needing attention, and include period-over-period comparisons to show trends.

RAG Indicator Thresholds

Executive reports use standard thresholds for RAG indicators:

• Wait Time: Green ≤60s, Amber ≤120s, Red >120s
• Response Time: Green ≤45s, Amber ≤90s, Red >90s
• CSAT: Green ≥4.0, Amber ≥3.5, Red <3.5
• Sentiment: Green ≥60% positive, Amber ≥40%, Red <40%
• Containment: Green ≥70%, Amber ≥50%, Red <50%

Executive Dashboards

Comprehensive summary dashboards combining multiple performance dimensions.

CS Executive Summary

Comprehensive inbound performance dashboard with period-over-period comparison (week-over-week by default).

The dashboard includes:

• KPI Cards — Inbound Conversations, Avg Response (with RAG), CSAT (with RAG), and Sentiment % positive (with RAG), each showing change from the previous period
• Inbound Volume & Service — Completed chats, missed chats, wait time, response time, duration, and FCR metrics
• Customer Satisfaction — CSAT score distribution bar chart and sentiment breakdown
• Channel Mix — Top categories and top emotions detected
• Team Leaderboard — Top 10 agents ranked by performance with RAG indicators

Use this report to:

• Get a comprehensive executive overview
• Compare trends between periods
• Identify issues via RAG indicators
• Spot top and struggling agents
• Create executive summaries for stakeholders

Team Performance Scorecard

Compare performance across teams and Business Units with RAG indicators.

Metric	Description
BU	Business Unit name
Conversations	Total volume with week-over-week change
Agents	Number of active agents
Avg Wait	Queue time (RAG: green ≤60s)
Avg Response	First response time (RAG: green ≤45s)
CSAT	Average satisfaction (RAG: green ≥4.0)
Negative %	Negative sentiment rate
Transfer %	Transfer/escalation rate

Use this report to:

• Compare teams at a glance
• Identify teams needing attention via RAG
• Track improvements over time
• Allocate resources across teams

Quality Assurance Summary

AI-powered quality analysis dashboard focused on customer satisfaction.

The dashboard includes:

• KPI Cards — Average CSAT, Satisfaction %, Low CSAT count, and Agents Below Target
• CSAT Trend — Daily satisfaction trend chart
• Top Dissatisfaction Categories — Categories most associated with low satisfaction
• Agents Below CSAT Target — Agents with an average CSAT below 3.5

Use this report to:

• Monitor quality trends
• Identify dissatisfaction drivers
• Proactively coach agents below target
• Track improvement initiatives

Operational Analysis

Deeper analysis of channel performance, customer lifecycle, and escalation patterns.

Channel Performance Comparison

Compare performance across all your communication channels with RAG indicators.

Metric	Description
Channel	Channel name
Type	Platform type (WhatsApp, Web, etc.)
Inbound	Customer-initiated conversations with change indicator
Outbound	Agent-initiated conversations with change indicator
Avg Response	First response time (with RAG)
CSAT	Average satisfaction (with RAG)
WhatsApp Quality	WhatsApp quality rating (for WhatsApp channels)

Use this report to:

• Compare channels on a single screen
• Identify channels needing attention
• Track WhatsApp quality ratings alongside other metrics
• Allocate resources across channels

Customer Lifecycle Report

Analyze customer lifecycle patterns and acquisition trends.

The report includes:

• KPI Cards — New Customers, Repeat Contact %, and Average Contacts Per User
• Acquisition by Channel — Horizontal bar chart showing where new customers come from
• First Engagement Type — Whether customers first engage via bot or human agent
• Support Volume by Cohort — M0 (same month) vs M1+ (later months) to track when customers need follow-up support

Use this report to:

• Understand customer acquisition patterns
• Track repeat contact rates
• Identify when customers need post-onboarding support
• Plan customer success initiatives

Escalation Analysis

Analyze conversation transfers and escalations to identify patterns and coaching opportunities.

The report includes:

• KPI Cards — Total Escalations, Escalation Rate, CSAT Before Transfer, and CSAT After Transfer (to measure whether transfers help or hurt satisfaction)
• Top Escalation Categories — Categories that most frequently lead to transfers
• Agents with High Escalation Rate — Agents with transfer rates above 15%

Use this report to:

• Identify training gaps for agents who transfer too often
• Understand which topics drive escalations
• Measure whether transfers improve customer satisfaction
• Reduce unnecessary transfers to improve first contact resolution

Specialized

Focused reports on specific operational areas.

AI Bot Containment

Measures how effectively AI agents resolve customer conversations without transferring to human agents.

Metric	Description
Total AI Chats	Conversations handled by AI agents
Contained	Resolved by AI without human transfer
Transferred	Escalated to a human agent
Containment Rate %	Percentage resolved entirely by AI (RAG enabled)

Includes a breakdown by channel and a daily containment trend chart.

Use this report to:

• Evaluate AI bot efficiency and ROI
• Identify channels where AI performs best
• Track containment improvements over time
• Determine capacity needs for human agents

Country Performance Scorecard

Executive scorecard showing key performance metrics by country with RAG indicators.

Metric	Description
Country	Customer country
Conversations	Total volume with week-over-week change
Avg Wait	Queue time (RAG: green ≤60s, amber ≤120s)
Avg Response	First response time (RAG: green ≤45s, amber ≤90s)
CSAT	Average satisfaction (RAG: green ≥4.0, amber ≥3.5)
Negative %	Negative sentiment rate

Use this report to:

• Compare country performance at a glance
• Identify countries needing attention via RAG indicators
• Track improvement across markets
• Allocate resources by region

Related Topics

• Reports Overview
• AI Reports
• Agent Reports
• Volume Reports
• Scheduled Reports