Which report answers which question

Your reports are under Analytics›Reports. Pick a Date range at the top of each one; dates follow your workspace’s timezone.

Before you start

Every planNeeds: Analytics: Read

• Reports marked “Advanced Analytics” need that feature on your plan. Without it, the report shows what it offers and an Upgrade Now button.

Report	The question it answers	Needs
Overview	How busy were we, and how well did we do, across every channel?	—
Chat Analytics	How many conversations, and how fast and how well were they resolved?	—
Agent Performance	Which teammates are fastest, busiest and best rated?	Advanced Analytics
AI Effectiveness	How much does our AI agent resolve, and how often does it hand over?	Advanced Analytics
Call Analytics	How many calls came in, how long they lasted, and who answered or missed them?	Advanced Analytics
CSAT	How happy are our website chat customers, and what did they say?	Advanced Analytics
Conversation Topics	What are customers actually asking about?	Advanced Analytics

Good to know

• On Overview, click a number to open the report behind it.
• On Agent Performance, click a teammate to see their own trends.
• On AI Effectiveness, choose an AI agent if you have more than one.
• Conversation Topics always covers the last 30 days and updates every night. It needs at least 50 finished conversations. Click Refresh to group them again now, at most once an hour.

How customer ratings are collected

When a website chat is resolved, the web messenger asks the visitor “How was your experience?” with one to five stars and an optional comment. There’s nothing to set up. Email, WhatsApp, Messenger, Instagram and phone conversations aren’t rated.

The ratings appear as the satisfaction score on Overview, Chat Analytics and Agent Performance, and in full on CSAT, with the latest comments.

To save a report, see Export a report.