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What it is for

The Reports tab shows, in numbers and charts, how your service is going: how many conversations came in, how long the team took to reply, who handled the most, and how customers rated the service. Each tab answers a different question.

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Who can use it

  • Owner, Admin and Supervisor see all the tabs: Conversations, SLA, Portfolios, Monthly, Satisfaction, NPS, By source, Quality, Calendar, Tasks, Commissions and Recurring revenue.
  • Operator sees Conversations, Satisfaction, NPS, Quality and Commissions, with only their own numbers. In the team list, only their own row appears.
  • The Recurring revenue tab may be restricted; when that is the case, the tab itself explains it.

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Where to click

Open Chats and click the Reports tab. Inside it, the tabs are at the top. The SLA tab shows the live deadline (see SLA, priority and queue); there is no other SLA screen.

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Step by step

1

Open Reports

Go to Chats › Reports. The Conversations tab opens first, with a one-sentence summary of the period and the main numbers, such as New conversations, Messages and 1st response time.
2

Choose the period

Use Week, Month or Custom. There are shortcuts such as Today, Yesterday, Last 7 days, Last 30 days, This month and Last month. With Custom, click Apply. The limit is 366 days.
3

Compare with the previous period

Leave Compare on to see whether each number got better or worse. For “response time”, lower is better.
4

See the details

Click See details to open the full charts, such as Messages per day, Conversations by status, Peak hours and Volume by channel. To go back, click Reports.
5

Export to a spreadsheet

Click Export CSV, the last button on the right side of the tab header. The file includes the filter you are looking at.

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Other tabs

  • Satisfaction: scores from 1 to 5 that customers gave at the end of the service, with recent comments.
  • Portfolios: who takes care of which customers and who is letting customers go cold. Requires portfolios to be turned on in Settings.
  • By source: where conversations and deals came from (links, QR Code, form, referral and others).
  • Quality: a score from 0 to 10 given by the AI to a sample of closed conversations.
  • Calendar and Tasks: appointments, attendance and no-shows; tasks created, completed and overdue.
  • Monthly: the month in money, with Download PDF.

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What happens next

  • The numbers update on their own. Dates and times appear in your browser’s time zone.
  • If the CSV file is large, the system tells you it is preparing it and shows “Your CSV is ready” with the Download button when it finishes.
  • The agency can send the customer the monthly report through a public link. Whoever opens it sees “Report for” with the month, Numbers of the month, The month in money (received, recovered and sales in the pipeline), conversations per week, where customers came from, reviews, calendar and pipeline. There are the Download PDF and Stop receiving this buttons. The link is valid for 90 days; after that, “This report link is not available” appears with the Request a new link button.

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Common errors

  • “No data in this period.” There was no activity on those dates. Choose a longer period.
  • “Choose a period of up to 366 days.” Shorten the range.
  • “This report is for the Owner, Admins and Supervisors.” Your role does not see this tab.
  • “Only managers can export SLA.” Ask a manager to export it.
  • “Portfolios are turned off in this organization.” Turn on portfolios in Settings › Access control and wallets.
  • “Couldn’t generate the CSV.” Click Try again.
  • “This report link is not available.” The link expired; ask the agency for a new one.

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Next step