Conversations
Volumes, messages, first reply and resolution in available reports.
Reports
Observe service. Adjust the work.
Review conversation volumes, times and outcomes. Compare periods and available views to understand where your team needs attention.
- Private beta by invitation. Participation terms are agreed individually with each tester.
Track conversations
Measures in context.
Conversation reports show volumes, first response time and resolution time for the selected period.
- Choose a period before comparing.
- Check filters and business hours used.
- A recorded resolution does not validate the correctness of an AI reply.
In your workspace
The right access at the right level.
Service reports and audit logs serve different needs. Viewing permissions and plan features determine access.
- Reports track recorded activity and outcomes.
- Audit logs track events covered by that module.
- An administrator manages access; each member does not automatically see all reports.
Understand outcomes
Look at the team and customer feedback.
Available views group results by agent, team or inbox. CSAT survey responses complement volume and time measures.
- Compare equivalent scopes and periods.
- Satisfaction depends on configured surveys and responses received.
- Permissions limit report access.
Features and access
What your team can do.
Availability follows enabled features, permissions and account limits.
Available today
Agents and teams
Review work views available in your configuration.
Inboxes
Compare requests by inbox and available filters.
Customer satisfaction
Review ratings received when CSAT surveys are configured.
Limits and control
A clear framework for the team.
An available feature does not replace checking the context.
- Reports must be enabled and your role must allow access.
- Metrics cover recorded data; they do not certify AI resolution.
- No survey responses does not mean customers are satisfied.
Explore this workflow in doue.
Check pricing for allowances, or tell us about your team.
- Access by invitation
- Terms agreed individually
- Private beta by invitation. Participation terms are agreed individually with each tester.