For your reports to be useful, it helps to know what each indicator measures. Here are the most important ones in plain words.
Volume
| Metric | What it means |
|---|
| Conversations received | How many conversations came in during the period. |
| Conversations closed | How many were resolved and closed. |
| Messages | How many messages were exchanged (inbound and outbound). |
Times
| Metric | What it means | Why it matters |
|---|
| First response time | How long the team took to give the first reply to the customer. | It’s what the customer notices most: how quickly they’re helped. |
| Resolution time | How long, in total, the conversation took to close. | Measures how quickly you resolve from start to finish. |
| Queue wait time | How long the conversation waited before an agent took it. | Detects staffing bottlenecks. |
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
| Metric | What it means |
|---|
| CSAT (satisfaction) | The average rating customers leave after being helped. |
| SLA compliance | What percentage of cases met the times you set for yourself. See SLA. |
Team
| Metric | What it means |
|---|
| Offered / handled | Conversations that were offered to the queue and how many were accepted. |
| Agent occupancy | How much time was spent available, busy, or away. |
| Adherence | How closely the team stuck to the planned shifts. See Schedules and shifts. |
| Performance by agent | Conversations handled, times, and satisfaction for each person. |
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.
