# Reports
| Item | Details |
|—|—|
| Who it is for | Administrators; agents may see some reports |
| Menu location | Left sidebar **Reports** |
| Plan dependency | Basic reports are included; SLA reports need SLA |
Reports show workspace service quality. They are not a substitute for financial reconciliation. Dates use the **workspace time zone**.
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## 1. Report types
| Report | What you see |
|—|—|
| Overview | Volume in, resolutions, wait times, and so on |
| Conversations | Volume trends, status mix |
| Agents | Replies, first response, resolutions per person |
| Labels | Conversation volume by label |
| Inboxes | Inbound and performance by channel |
| Teams | Team-level roll-ups |
| CSAT | Customer scores and survey returns |
| SLA | On-time vs breached (requires SLA) |
| Bots | Agent Bot / auto-reply performance |
Some charts drill into conversation lists. Very wide date ranges load slowly — prefer weekly views first.
Captain overview stats may cache until end of day; very recent chats may not appear in AI reports immediately.
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## 2. Common metrics
| Metric | Meaning |
|—|—|
| New conversations | Created in the selected period |
| Resolved | Marked resolved (multiple resolves on one thread may affect the definition — follow the report’s definition) |
| First response time | From customer inbound to first human (or counted) reply |
| Resolution time | From create to resolve |
| Reply time | Wait between later turns |
| CSAT | Score after resolve; missing surveys may be excluded or shown separately |
When a bot replies first then hands over, whether first response counts the bot depends on the current report definition. When comparing agent performance, be consistent about including auto-replies.
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## 3. How CSAT scores arrive
1. Turn **CSAT** on for the inbox.
2. After **Resolve**, the system sends a rating card or survey link.
3. Submissions appear in the CSAT report.
4. If comment capture is enabled, agents/administrators can read written feedback in the back office.
Survey pages are public links; customers need not sign in to the workspace.
Common reasons no survey is sent: channel cannot carry that message type, CSAT off on the inbox, or the conversation was never truly resolved.
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## 4. Export
Some reports offer CSV export (agents, labels, SLA, etc.). Exports contain business data — handle them under your confidentiality rules.
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## 5. Frequently asked questions
**Numbers disagree with the conversation list?** Time zone, inbox filters, including bots, or deleted/archived conversations. Trust the report’s selected filters.
**Agent report is all zeros?** The agent did not speak in the period, or conversations stayed on bots (never assigned to a person).
**No SLA report?** SLA not enabled, or policies not applied to inboxes. See 23-sla.
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