Where you find out
Reporting
An executive overview plus dedicated reports for customer operations, workforce and growth — reading from the same records your team works in, not from an export.
Conversations
3,412+8.1%
SLA attainment
96.4%+1.9%
CSAT
4.6+0.2
Agents online
18/24
Capabilities
What Reporting does
Executive overview
Conversation volume, SLA attainment, CSAT and active agents, with created-versus-resolved trend and channel mix on one screen.
SLA levels
First-response and resolution attainment against the targets set per priority, with met, at-risk and breached broken out.
Ticket operations
Throughput, backlog and handling across the ticket lifecycle, using the same statuses your agents work in.
Channel performance and experience
How chat, email, web form and phone compare on volume and CSAT, and where customer experience is moving.
Workforce
Employee metrics, capacity and coverage — utilisation, open workload and average handle time for the people doing the work.
Growth
Lead funnel and trend forecasting for the commercial side of the same workspace.
Works with
It already knows about the rest of the platform
No connectors, no field mapping, no nightly sync. These share the same records.
In practice
Where Reporting is doing the work
- Self-service
Provision a help centre in a few steps, publish it on your own domain, and let search analytics tell you exactly which answers are missing.
- Support operations
Encode the process as workflows: policies that start the clock, checks that branch on SLA health, and escalations that are recorded rather than remembered.
- Service leadership
Reporting reads the same records the team works in — conversation volume, SLA attainment, CSAT, channel mix, utilisation and coverage.