Reports
Numbers your team recognises from their own week
Reporting is built from the same records agents work in, so nothing is reconstructed after the fact. Compare any period against the one before it, break the queue down by tag, client or agent, and see where time is actually going.
- Period-over-period deltas on volume, response time and resolution
- CSAT distribution, not just an average that hides the ones
- Tag frequency to spot the product problem behind the tickets
- Per-agent load and status mix across the whole workspace
Volume, response time and CSAT
First response
18m
-24%
Resolved
312
+11%
CSAT
4.7
+0.3
Inside the workspace
What your team actually sees
The Reports screen: weekly volume, response-time trend, agent workload and CSAT together, filtered by the date range you pick.
Ticket volume - last 7 days
First response
2m 14s
Resolution
4h 06m
SLA met
97.4%
Reopen rate
3.1%
Agent workload
- Rae S.2m 04s4.9
- Tom B.3m 12s4.6
- Nadia K.1m 48s4.8
- Owen P.4m 30s4.4
Capabilities
Built for this job, not bolted on
Date-range filters
Last 7, 30 or 90 days, or a custom window - every chart and metric follows the same range.
Response time trend
Median and worst-case first response, so a single bad day does not hide behind an average.
CSAT breakdown
The full star distribution with the comments attached, filterable by client, tag and agent.
Tag frequency
See which categories are growing week on week and turn recurring tickets into a doc.
Agent workload
Open, pending and resolved per agent, to rebalance before someone quietly drowns.
Shareable
Export a period summary for a client review or a board pack without rebuilding it in a spreadsheet.
How it runs
From arrival to answer
- 1
Pick a range
Choose the window; the comparison period is selected automatically.
- 2
Read the deltas
Every headline metric shows the percentage change against the prior period.
- 3
Drill in
Filter by client, tag or agent to find where the change came from.
- 4
Act
Adjust routing, SLA targets or docs, then watch the next period move.
End to end
Everything this part of the platform covers
Each block below is a working part of the product, not a roadmap item.
Home dashboard
The daily operating view: what is open, what is at risk and how today compares.
- Date-range filters with percentage trend deltas
- Open, unassigned, pending and breached counts at a glance
- Volume over time against the previous equivalent period
- Straight-through links from any metric into the filtered queue
Service performance
Speed and reliability measured on the same clocks the workspace actually runs.
- First-response and resolution attainment by period
- Median and 90th-percentile handling times
- Backlog age so slow-burning tickets cannot hide
- Reopen rate as a check on premature closes
Quality and demand
Understand what customers are asking for, not just how fast you replied.
- CSAT distribution with comments, by agent and client
- Tag frequency to show what is driving volume
- Status mix to expose where tickets get stuck
- Client-level views for service reviews and renewals
Workload
Capacity planning based on real assignment data rather than a feeling.
- Per-agent open load, resolved counts and average response time
- Group-level distribution to spot uneven routing
- Busiest hours and days to shape shift cover
- Comparisons against the previous period on every panel
Who it is for
What each person gets out of it
Team leads
One screen for the stand-up, and evidence for the staffing case.
Agents
See your own load and quality without waiting for a review.
Account managers
Client-level numbers ready for a service review.
Founders
Whether support is scaling with the customer base or behind it.
Features inside this area
Go a level deeper
CSAT and feedback
The quality signal behind the numbers.
Business hours
Why elapsed time is measured the way it is.
Tags and catalogue
The taxonomy demand reporting depends on.
Audit trail
Trace any figure back to the events behind it.
Custom fields
Report on the data specific to your business.
Roles and permissions
Control who sees workspace-wide reporting.
Detail
The small print that matters
Source of truth
Reports read the ticket, message and audit tables directly - there is no separate analytics copy to drift.
SLA attainment
Attainment is calculated against the policy in force when the ticket was raised, not today's policy.
Client reporting
Agencies can produce a per-client view showing only that client's tickets and CSAT.
Retention
Historic periods stay available for as long as the tickets do; closing a ticket does not remove it from reporting.