How to read Conversations Reports?
The conversation report is an overview about all your conversations across a time-period.
Access
Navigate to Reports → Conversations
Key Metrics
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Conversations: Daily/weekly conversation count
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Messages received: Total incoming messages
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Messages sent: Total outgoing messages
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First Response Time (FRT): Average agent response time
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Resolution Time: Average time to resolve conversations
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Resolution Count: Number of resolved conversations
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Customer waiting time: Time customers wait for responses
Available Filters
View reports by:
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Agents: Individual agent performance
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Labels: Conversations grouped by labels
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Channels: Performance by communication channel
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Teams: Team-level metrics
Benefits
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Monitor productivity
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Identify trends
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Find areas for improvement
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Track conversation volume and response efficiency
Each filter helps analyze different dimensions of your customer communication performance.