Understand the work behind every support outcome.
Tenant-scoped reports bring together conversation volume, waiting and response times, resolution duration, agent/group activity, CSAT, engagement and associated goal events.
See how support work moves.
Review volume, resolution and satisfaction from the same workspace.
A manager can see where customers wait, which topics recur and whether the team's next change improves the support experience.
How it works.
Follow the implemented workflow from the first action to the next.
Choose a view
Use the overview or agent, group, queue, CSAT, forms, campaigns, tags or goal reports.
Define the slice
Filter by bounded date range, timezone and supported dimensions; save an owner or shared view when permitted.
Take the result further
Review trends in the workspace or request bounded, paged CSV exports with spreadsheet-safe escaping.
Built around the work.
Response and wait
First response is measured from the first public customer message to the first public agent reply; private notes do not count.
Team performance
Assignment history, volume, response, resolution, transfers, CSAT and current capacity utilization give operational context.
Engagement and outcomes
Notice/campaign ledgers and goal-event associations are reported without treating an association as causal sales proof.
Make it work for your team.
- Use Today/Yesterday/7/30-day or a bounded custom range and IANA timezone.
- Create private or shared saved views under allowed roles.
- Export authorized report data in pages when deeper analysis is needed.
Know what to expect.
- CP5 reports cap a query range at 90 days and CSV export pages at 1,000 rows with continuation metadata.
- Historical online/accepting duration cannot be inferred reliably from presence heartbeat and is labelled unavailable.
- Goal attribution associates an event with a qualifying conversation; it does not prove the chat caused the event.
Find where a queue slows down
Illustrative: a manager filters last week's Support-group queue report, checks the defined wait metric and compares CSAT for resolved chats. The visual on this page uses no real merchant numbers.
The details matter.
Do private notes affect first response time?＋
No. The metric starts with a public customer message and stops at a public agent reply.
Does a goal report prove a chat made a sale?＋
No. It records an event and a defined association window; causality requires separate analysis.
Can I export everything in one request?＋
CSV exports are bounded and paginated. The CP5 contract allows at most 1,000 rows per page, with continuation metadata.
Make every conversation easier to carry forward.
Public signup, checkout and payments are not available yet.