See what the queue is doing.
Find the questions that keep coming, and the buyers left waiting.
Support reporting turns a queue into numbers a business can act on: how many messages arrived, on which channel, how long people waited for a first reply, how satisfied they were and what they were asking about. It answers staffing and priority questions that are otherwise decided by whoever shouted most recently.
- Message volume by channel and direction
- Average first response time over thirty days
- Satisfaction scores and conversation quality trends
- Inbound volume by weekday and hour
How it works.
- 01
Work the inbox
Reporting is computed from the conversations and messages already in your workspace. There is no tagging exercise required before numbers appear.
- 02
Rollups run on a schedule
Metrics are recomputed for whole time buckets on a short cycle, so a rerun corrects itself instead of double counting.
- 03
Read the cuts
Volume by channel and direction, conversations opened, first response time, satisfaction, quality scores, topics and an inbound heatmap.
- 04
Act in the same place
A number points at a queue you can filter, a segment you can build or a knowledge gap you can fill, without exporting anything.
Volume and response
The basic questions first: how much is arriving, where from, and how long people wait before somebody answers.
- Messages by channel and direction
- Conversations opened per channel
- Average first response time over the last thirty days
- Open conversations that still have unread inbound messages
Satisfaction and quality
Survey answers and model scoring are reported together, so coverage does not depend on how many customers filled something in.
- Satisfaction trend over time
- Resolution, responsiveness, sentiment and quality scores
- Topic classification across conversations
Timing and staffing
An inbound heatmap by weekday and hour shows when messages actually arrive, which is the input to a shift pattern.
- Volume by weekday and hour
- Channel mix over time
- Trends over time, cut by channel and campaign
Campaign results
Broadcast counters update as a send progresses, so a campaign in flight can be watched as it goes.
- Delivered, read, clicked and replied counters per broadcast
- Results per variant when you ran a test
- Failure reasons on the recipients that did not receive
Per person reportingsoon
Breakdowns by team member, and an automation share showing how much of the volume the agent handled without a person.
- Per person volume and response time
- Automation share of resolved conversations
- Delivery state breakdowns across channels
What it does not do.
Reporting cuts by channel, topic, time and campaign. There is no per person breakdown.
There is no report of delivered against read against failed.
There is no revenue attribution report. That needs connected order and payment data.
Common questions
Is reporting real time?
- The inbox is live. Reporting is recomputed on a short schedule, and broadcast counters update as a send progresses.
Where do the numbers come from?
- From your own conversations, messages, scores and events. Nothing is estimated or benchmarked against other businesses.
Can I break results down by agent?
- The cuts are by channel, topic, time and campaign. Individual members are not broken out.
How far back does it go?
- Rollups are stored by hour and by day, and a daily reconciliation pass rebuilds recent history so corrections show up.
Can I export the data?
- Contacts export to CSV. Reporting is read in the workspace, and outbound webhooks can stream events to your own systems.
Do broadcast results appear here?
- Broadcast counters live with the campaign so you can watch a send. Volume and conversation metrics live in reporting.
Is delivery state reported?
- Delivery state is tracked on every message and shown on the campaign that sent it.
Does reporting cross workspaces?
- No. Every number you see is your own workspace's, and no other business can see it.
Why are message counts and delivery counts different?
- A message is counted when it is recorded. Delivery state arrives later from the provider and can change, so the two are reported separately.
Can I compare channels fairly?
- Volume and conversations opened are split by channel, so you can see where contact is growing. Response time is measured the same way on every channel.
Every question in one place, answered once.