- Hard to tell why reply time went up
- Following agent performance by hand
- Hard to know when the pressure peaks
- Constantly assembling data into spreadsheets
- Decisions made on impressions
Reports & Analytics
A clear picture of how your team is doing
Follow conversations, reply times, customer satisfaction and agent performance from one dashboard that helps you understand what is happening and make better decisions.
- Follow reply time and the share of conversations resolved
- Measure how each agent and each department is doing
- See when the pressure peaks and which periods are busiest
The difference
A clear number instead of guesswork
- Clear numbers on how the team is doing
- Follow reply time and conversations resolved
- See peak hours and conversation volume
- Compare performance between periods
- Reach the conversations behind every number
Inside the screen
From the numbers to the whole picture
The key performance metrics appear on one dashboard, where you can change the period and follow how the numbers move. Tap any step to jump to it.
Live demo
A dashboard that moves with the period
This screen actually works — clickable exactly like the one inside an account.
LiveA miniature reports dashboard
New conversations
—
Avg. reply time (m)
—
Handled by AI
—%
Customer rating
— / 5
Conversation volume
4
7
5
9
6
11
8
Who replied?
0%
handled by the assistant
0% handed to a human agent
Switch between today, the week and the month — every number and bar updates. In your account you export to PDF or Excel.
Every number has its detail
Reports do not stop at showing numbers — they help you reach the conversations and the data behind each result.
- Drill from any number into its conversations
- Compare two periods
- Filter by channel, department or agent
- Export to Excel
Recurring reports that arrive automatically
Reports arrive by email on the schedule you set, so you stay on top of your team's performance without logging in every time.
- A short daily report
- A weekly summary for managers
- An alert when reply time crosses a threshold
- A custom dashboard per role
More details
Metrics that help you understand how your team is doing
Average reply time
Follow the average first reply and the average time to close, by period and by agent.
Per-agent performance
Compare agents and see how many conversations each one followed and completed.
Customer satisfaction
Follow customer ratings and see how satisfied they are with the conversations.
Conversation volume
See how many conversations arrive during the day and which periods are busiest.
Performance comparison
Compare results between periods to see whether performance improved or slipped.
Performance alerts
Alerts when reply time crosses the limit you set, so the team can deal with delays in time.
FAQ
Questions about Reports & Analytics
Data starts from the moment the account is activated, and conversations entering the system count towards the reports.
Yes. Data and reports can be exported according to the plan you are on.
Yes. You can compare performance between two weeks or two months to see how the results changed.
Yes. The data updates as conversations arrive and the performance metrics change.
Yes. You can follow performance metrics for each agent, according to the permissions available.
That depends on permissions: the level of access to reports can be set according to each agent's role.
Setup takes under 10 minutes
Start the free Qhub trial
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