Reporting (under Operate in the sidebar) shows how your workspace is performing. It has two tabs: Overview gives you the numbers for a period, and Calls & Messages lists the individual conversations behind them.
Choose what you’re looking at
The filter row at the top scopes both tabs, so you can switch between the numbers and the log without losing your place:
- Timeframe — Day, Week or Month, with arrows to step back through earlier periods, or Custom for a range of your own (up to one month), with a from and to date and time.
- Agent — one agent, or All agents for the whole workspace.
- Timezone — the clock your figures are counted against. If your account offers more than one zone you can switch it, and your choice is remembered.
A line under the tabs always states exactly what’s on screen — the period, the agent and the timezone.
Reporting counts completed conversations and leaves out test chats. A call that’s still in progress joins the figures once it ends.
Overview
The tiles
The top of the Overview is a row of stat tiles. Each shows its figure for the period, and either how it compares with the previous period or what share of your conversations it accounts for.
- Total conversations — every call and chat your agents handled in the period.
- Avg conversation length — how long a conversation lasted on average.
- Missed calls — callers who tried to reach you but didn’t get through, shown as a share of everyone who tried.
- Escalations — conversations your agent handed to a person, because that was the right thing to do or because the caller asked.
- Transfers — conversations your agent passed to another number.
- Unanswered questions — conversations where a caller asked something your agent couldn’t answer. If this is rising, it’s usually a sign there’s something worth adding to your knowledge library.
- Spam & wrong numbers — conversations that weren’t genuine enquiries, so you can read the other figures without them muddying the picture.
You won’t always see all seven: Escalations and Transfers appear only when your workspace uses those, and Unanswered questions and Spam & wrong numbers appear once conversations in the period have been analysed.
How callers felt
A bar splits your analysed conversations by how the caller came across — from Happy through Neutral to Angry. Click a segment to jump straight to those conversations in Calls & Messages — the natural next question after “a fifth of my callers left frustrated” is “which ones?”.
Why callers didn’t get through
When any calls were missed in the period, a panel breaks them down by cause, so you can see whether callers hit busy lines or something you need to act on. It’s collapsed by default — the headline count is in the header.
Conversations over time
The chart plots the period’s conversations — hour by hour for a day, day by day for a week, week by week for a month. Click a bar to zoom in: a week out of the month, then a day out of that week.
Send report
Send report emails a snapshot of the figures you’re looking at — the same period, agent and timezone that’s on screen. The address is prefilled with your own, but you can send it to anyone. It’s a one-off, not a subscription.
Calls & Messages
The second tab is the log of individual conversations in the period: when each happened, the caller, how long it took, the sentiment, whether it left a question unanswered, the channel and the agent. While this tab is open, a Sentiment filter joins the filter row so you can narrow the log to, say, just the frustrated callers.
Click a conversation to read its transcript, the details your agent collected and a short summary, without leaving the page. For the full record — including the steps the conversation moved through — open it from the Sessions page. 
