Inbox reports

• The Overview and live boardSee what needs attention right now, who is online, how today compares with a typical day, and when it will get busy.3 min read
• The Conversations reportVolume, backlog, response and resolution times, and where and when conversations arrive, over the period you choose.3 min read
• Agent, team, queue and label reportsCompare agents, teams, queues and labels on volume, speed and resolution, with who is online and loaded right now.3 min read
• The CSAT reportSee satisfaction scores, response rates and trends, find unhappy customers and read what they said.3 min read
• The SLA reportSee how often SLA targets were met, which clocks you miss and by how much, and what is about to breach right now.3 min read
• Filter, compare and export reportsChoose the period, slice by queue, team, agent, label or channel, compare with the previous period, and export what you see.3 min read

Agent analytics

• Agent analytics overviewWhat each Analyze tab shows for an agent, how the date range works and how to read reach, drop-off and outcomes.3 min read
• Read agent conversationsBrowse the conversations an agent had, filter them, and open a transcript from the Analyze tab.2 min read