Find the busy hours.
Spot recurring peaks in conversation activity and use the weekly heatmap to plan operator shifts.
SUPPORT REPORTS, WITH CONTEXT
See the work.
Improve the experience.
Understand conversation volume, response times and customer feedback in one reporting workspace. Turn a busy inbox into a clear plan for your team.
Support the team.
Review workload and response metrics by operator, team or inbox before adjusting responsibilities.
Listen to customers.
Bring customer satisfaction and response commitments into the same conversation about service quality.
FROM OVERVIEW TO DETAIL
A useful view for every question.
Choose a report to see what it helps you understand.
Start with the state of your support.
See today's conversations, messages and new contacts alongside open, unanswered and unassigned conversations. Review operator availability before assigning the next task.
- Created and resolved conversation heatmaps
- Online, busy and offline operator counts
- Weekly activity patterns for shift planning
Understand the flow of work.
Review conversation and message volume across the selected period. Compare first response, subsequent response and resolution metrics to find where customers are waiting.
- Custom date ranges and preset periods
- Conversation status and message counts
- Business-hour filtering for time metrics
See the workload behind each result.
Review operator activity and KPI reports together. Use response and resolution metrics to guide coaching and distribute work with context.
- Operator-level activity and response metrics
- Dedicated operator KPI view
- Comparisons within your selected date range
Find the patterns in each channel.
Explore dedicated reports for inboxes, teams and labels. Identify which queues carry the most work and which topics appear most often.
- Separate inbox, team and label views
- Filters for the workspace you manage
- Topic-level context from conversation labels
Keep the customer's experience visible.
Review satisfaction ratings received after support interactions. Read the results alongside workload and response metrics to decide what to improve next.
- Dedicated customer satisfaction report
- Feedback within the selected period
- Results based on submitted customer ratings
Check your team's response targets.
Review SLA performance against the policies configured in your workspace. Track delays and focus attention on conversations that need follow-up.
- Policy-based SLA reporting
- Response and resolution time context
- Availability depends on your plan and permissions
PLAN AROUND REAL PATTERNS
The right coverage.
At the right time.
The weekly heatmap makes daily and hourly activity easier to compare. Combine it with inbox and team filters to decide when additional coverage may help.
Business-hour filtering changes time-based metrics. It does not reduce conversation or message counts to business hours.
Make reporting part of the routine.
Choose a period.
Start with the last seven days or set the dates you want to review.
Add context.
Move from the overview to operator, inbox, satisfaction or SLA reports.
Choose the next action.
Adjust shifts, review unanswered conversations or coach the team using the same shared view.
A CLEARER VIEW OF CUSTOMER SUPPORT
Give your team the full picture.
Explore the workspace and choose the plan that fits your support operation.
Compare plans