Analytics
Reports & exports
| Report | Category |
|---|---|
| Conversation log | Inbox |
| Unanswered conversations | Inbox |
| Tickets | Tickets |
| SLA compliance | Tickets |
| Agent status | Agents |
| Agent performance | Agents |
| Customer satisfaction | Satisfaction |
| AI agent runs | AI |
| Contacts | Contacts |
Every report can be run for 7, 30, 90 or 365 days and exported with Export CSV. The API equivalent is GET /reports/{key}/export?days=30.
Satisfaction (CSAT)
Wrapping up a case sends a rating request on the channel. Ratings can also be posted to POST /csat with a score from 1 to 5 and an optional comment.