Reports
The reports module surfaces operational metrics derived from conversation and inbox data held in the platform. Under Reports in the sidebar there are two groups: live agent ops reports and contact reports screens.
Most pages share a time range and timezone control — standardize these when teams span regions.
Overview
Route: /reports/overview
- Summary KPIs such as open conversations, resolution rate, CSAT, first response time (depends on your setup and channel mapping).
- Traffic charts (daily/weekly).
Audience: Ops leads, QA — daily standups.
Screenshot
Overview with a date range picker and at least one KPI tile.
Conversations
Route: /reports/conversations
- Volume, channel breakdown, peak hours.
- Sudden spikes/drops — correlate with integrations or campaigns.
Agents
Route: /reports/agents
- Live agent performance: assigned load, resolution, average handle time.
- Answers “who is overwhelmed?”.
Labels
Route: /reports/labels
- Tag distribution — track taxonomy quality (billing vs product issues, etc.).
Inboxes
Route: /reports/inboxes
- Per-inbox load — which line is congested in multichannel setups.
- Validate new WhatsApp lines show expected traffic here.
Teams
Route: /reports/teams
- Team comparisons — fairness and coaching needs.
Project
Route: /reports/bot
- Automation KPIs: project reply counts, CSAT on automated paths, etc.
- Compare before/after board or prompt changes.
Contact reports
Route: /reports/users — detail /reports/users/[contactId]
Summaries around contact records in the platform:
- List with search/filter/pagination (version-dependent).
- Detail shows per-contact conversation summaries, labels, or aggregates.
Use case: “How often did this customer write in the last 90 days, and from which channel?” — pre-CRM integration QA.
For machine export see Reports API and the backend ReportsModule.
Screenshot
Contact list + one detail page as separate or combined images.
Freshness and limits
- Numbers may lag messaging-layer sync/cache.
- Very wide ranges can be slow — start with a narrow window.