Who can see Reports, and what they see

Administrators

• See the numbers of every conversation in the workspace: the cards at the top, By Status, By Channel, By Label, Agent Performance, Article feedback and the detail pages behind the cards (for example First Response and Resolution Time).
• Can download Export conversations CSV, Export agent performance CSV and Export CSAT CSV.

Agents

• The standard Agent role does not include Reports. The Reports icon does not show in their rail.
• With a custom role that has View reports, an agent gets Reports in the rail. The page says "Overview of your own support performance. Managers see the whole account." Their numbers only count the conversations assigned to them, and the Agent Performance table is not shown.
• The same applies to every detail page. An agent who opens a colleague's agent report by its address gets a page that does not exist.
• Article feedback is the same for everyone, because it counts votes on help center articles, not conversations.
• Export reports in a custom role allows the CSV downloads of conversations and CSAT, together with View reports. The files hold the same conversations the agent's reports count, so an agent only downloads their own. The agent performance CSV is for administrators only.

Give an agent access

1. Go to Settings > Custom Roles and create a role, or open an existing one. See Custom roles and permissions.
2. Under Reports, tick View reports. Tick Export reports as well if the person should download CSV files.
3. Go to Settings > Agents and give the role to the agent.

Reports in the iPhone and Android app

The app shows a Reports tab when your plan includes Reports and your role has View reports, so administrators get it from the Startup plan on. The same rules apply as on the web: administrators see the whole workspace, agents only the conversations assigned to them.

• Pick 7 days, 30 days or 90 days at the top.
• Total counts the conversations created or resolved in that period, Resolved the ones resolved in it. Pending and Open conversations show what is pending or open right now, whatever period you pick.
• Avg Response is the average time to the first reply. Avg Resolution Time is how long resolved conversations took on average.
• Tap Total, Resolved, Pending or Open conversations to see the conversations behind the number.
• Conversation Volume has a bar per day. For 90 days it shows a bar per week.
• By channel lists each inbox with its number of conversations and its average response time.
• Agent Performance lists each agent with conversations handled, resolved and their average response time. Only administrators see it.

Web only: the CSV exports, CSAT, By Status, By Label, Article feedback and the detail pages.

Frequently asked questions

Why can't I see Reports in the rail?

If the icon shows a lock, your plan does not include Reports (the Hacker plan does not). If there is no icon at all, your role has no View reports permission. Ask an administrator.

Can an agent see a colleague's numbers?

No. Reports in the web dashboard and in the phone app only count the conversations assigned to that agent, and a colleague's agent report does not open for them.

Do I need Enterprise to see Reports?

Administrators see Reports from the Startup plan on. Giving Reports to agents needs a custom role, and custom roles need Enterprise.

What counts in an agent's report?

On the overview, the conversations assigned to that agent that were created or resolved in the selected range: Last 7 days, Last 30 days or Last 90 days.

What is in the CSV files?

The conversations and CSAT data for the selected range. An administrator gets the whole workspace, an agent only the conversations assigned to them. See Exporting reports as CSV for the columns.

Who sees the agent performance export?

The Export agent performance CSV button shows only for administrators. See Agent performance reports for what the report shows.

Why don't I see the Reports tab in the iPhone and Android app?

The tab only shows when your plan includes Reports (the Hacker plan does not) and your role has View reports. Unlike the web, the app shows no lock, the tab is simply missing.

Why don't Open and Pending change when I pick another period?

They count the conversations that are open or pending right now, not the ones from the period. Total and Resolved follow the period.