Reports sit under Customer support and are split by the question they answer rather than by data source. Knowing which page to open is most of the work.
Overview — volume over time, plus the busiest hours of each weekday and when replies actually happen. Useful for staffing rather than for judging quality.
Snapshot — how things stand right now, rather than over a period.
Tickets — what came in, broken down by category, and the share of tickets that never got a comment at all.
Messages — how much was written, separated into what your team sent, what customers sent, and what bots sent inside workflows.
SLA — how often you met the targets you set.
CSAT — what customers said when asked to rate a conversation.
Team — availability, responsiveness and effectiveness per person, plus how much of the time anyone was online at all.
Read the team numbers with care. They measure activity, not judgement, and someone handling the hardest cases will always look slower than someone answering easy ones quickly.
Kai — deflection, questions asked, ratings, and the recent answers customers marked unhelpful.
AI agents — what your custom agents have been doing.
Topic explorer — what people are actually asking about, grouped into themes rather than counted by tag.
The Articles page shows how your help center is used, and Widget shows how the messenger itself is used — opens, which home menu items get clicked, how many conversations start.
