Reporting & analytics
Report selection and filters
Choose reports, filter their results and inspect the conversations behind your figures.
Reports data and metric definitions
Understand what report figures count, which activity is excluded and how much historical data is available.
Chat performance and tab visibility reports
Measure chat demand, responses, operator capacity and how often visitors see and click the chat tab.
Operator productivity reports
Review operator workload, availability, response times and handling performance across supported channels.
Team comparison reports
Compare performance across teams, stores and the attributes recorded against conversations.
Conversation detail and abandonment reports
Inspect individual conversations and separate abandoned, withdrawn and missed work when investigating performance.
Broadcast acceptance and queue action reports
Review broadcast offers, transfers and queue actions to explain how conversations reached operators or other handling paths.
Sales attribution and conversion reports
Inspect recorded orders, sales attributed to conversations and conversion across chat outcome groups.
Product recommendation and purchase reports
Compare recorded product recommendations, Add to Cart clicks and associated purchases by operator, date or product.
Customer survey and NPS reports
Inspect customer survey answers, compare scored feedback and review Net Promoter Score results.
Ticket reports
Review ticket creation, backlog, operator actions, response times and resolution performance.
Social messaging and SMS reports
Review social messaging and SMS conversations, replies, delivery and sales using channel-specific reports.
Event, link and Virtual Assistant reports
Measure visitor events, chat links, saved responses, Virtual Assistant tasks and offline message demand.
Missed opportunity estimates and reports
Estimate missed chats, potential sales and staffing needs from visitor demand and observed handling patterns.
Service Overview performance comparisons
Compare business and channel performance across selected periods, including recent activity.
Service Overview dashboard
Monitor workload, operator capacity and service levels alongside selected-date performance, comparisons and graphs.
Operation Analysis of visitor and sales activity
Review an hourly daily chart of visitors, engagement, forms and sales in History.
Reports Dashboard and business filters
View an embedded reporting dashboard for your permitted websites and filter it by month and business scope.
Report downloads and email sharing
Download or email report results as CSV or Excel, with the selected columns, filters and metric legend.
Favourite reports and column selection
Star useful reports for quick access and choose which report columns to display and export.
Audit search for retained customer records
Search retained contacts and conversations across chat, messaging, tickets and calls, then inspect their history.
Operator Log
Review recorded operator actions, account and configuration changes, exports and personal-data actions to investigate what happened.
Availability Log for routing investigations
Inspect recorded channel, operator and conversation availability to investigate past queueing and routing.
Autonomous AI performance reports
Review autonomous AI outcomes, handoffs, customer satisfaction and deflection over time.
AI conversation scoring reports
Compare conversation quality scores by period or operator, including score bands, coverage and manager overrides.
AI assistance, translation and sentiment reports
Review AI assistance use, translated messages, customer sentiment and censored visitor messages.
Voice, video and live show reports
Review telephone handling, video call outcomes, show engagement and sales attributed to video activity.
Business Feed and Academy reports
Review business-feed topic use and managers' transcript comments, with company activity available in older reporting.
Personalised performance insights
Receive personalised insights, review earlier insights and use the available like and share actions.
Reporting data availability and warning logs
Check reporting data availability and inspect unresolved reporting warnings with Developer access.
Operator QA and coaching dashboard
Review conversation quality trends, coaching areas, manager calibration and operator feedback in one dashboard.