Reports and analytics

The Reports dashboard gives you a clear view of how your support team is doing: conversation volume, message activity, AI agent performance, and team productivity. Managers and founders can spot trends, compare time periods, and improve response times. This article explains what you can see and how to use it.

What the Reports dashboard shows

The dashboard is organised into areas so you can focus on what matters:

• Overview — Summary cards: total conversations, messages, agent runs, and active users, with breakdowns (e.g. by status or type). A quick snapshot of team activity.
• Conversations — How many conversations you have, how they're distributed by status (active, pending, closed), response and resolution times, and who's handling what. Useful for seeing workload and how quickly conversations are closed.
• Messages — Message volume over time, by type (email, SMS, WhatsApp, etc.), who's sending, and when messages are sent (e.g. time of day). Useful for understanding channel usage and peak times.
• Agents — How often your AI agents run, success and failure rates, tool usage (e.g. actions or file search), and feedback (thumbs up/down). Useful for seeing which agents help most and where to tune behaviour.
• Users — How active each team member is: messages sent, conversations assigned, agent usage. Useful for balancing workload and understanding team productivity.

Charts and tables update when you change filters—so you can drill down by date range, inbox, user, or agent without leaving the page.

Filtering and date ranges

You can narrow the view so reports match your questions:

• Date range — Choose a preset (e.g. today, last 7 days, this month) or a custom range. All metrics and charts respect the range you select.
• Inbox — Limit the report to one or more inboxes (e.g. "Support" vs "Sales").
• User — See metrics for a specific team member (e.g. messages sent, conversations assigned).
• Agent — See metrics for a specific AI agent (e.g. runs, success rate, feedback).

Filters work together—so you can, for example, see "Conversations closed by the Support inbox in the last 30 days" or "Agent X usage in Inbox Y this week."

Why this helps managers and founders

• Managers can track response times, see who's handling what, and spot bottlenecks. You can compare time periods (e.g. this month vs last month) and see how agent usage and feedback change over time.
• Founders get a high-level view of support volume, team effectiveness, and agent ROI—without digging through spreadsheets. The dashboard is built so you can refresh the data when you need up-to-date numbers.

For improving your AI agents (feedback and logs), see Improve your AI agent: give feedback and review agent logs. For organising conversations so your team can focus, see Organise and find conversations with tags and filters.