For your reports to be useful, it helps to know what each indicator measures. Here are the most important ones in plain words.
Volume
Times
Averages are calculated over the conversations in the period. A good first response time usually matters more than the total: reply soon, even if resolution takes longer.
Quality
Team
How to use the reports
- Filter by dates, channel, queue, or agent to narrow down what you analyze.
- Compare periods to see if you’re improving.
- Export to CSV for your own analysis or to share. See Analytics and reports.
Start with two numbers: first response time and CSAT. Together they tell you whether you respond fast and whether the customer ends up happy.
