Documentation

Reports & Export

Generate custom reports and export your analytics data.

Create reports for stakeholders and export data for external analysis.

Generating Reports

Quick Reports

Pre-built reports available:

Go to Analytics

Click Analytics in the sidebar.

Select report type

Choose from the report dropdown.

Set date range

Pick your time period.

Generate

Click Generate Report.

Available Report Types

ReportContents
OverviewAll key metrics summary
AI PerformanceResolution rate, confidence, escalations
Team PerformancePer-agent metrics
Customer SatisfactionCSAT scores and feedback
Conversation VolumeVolume trends and patterns

Exporting Data

Export Formats

Available formats:

  • CSV — For spreadsheets
  • PDF — For presentations
  • JSON — For developers

What You Can Export

Data TypeAvailable
Analytics summaryYes
Conversation listYes
Full transcriptsYes
ContactsYes
Team metricsYes

How to Export

Navigate to data

Go to the section you want to export.

Apply filters

Filter to the specific data you need.

Click Export

Choose your format.

Download

Save the file.

Scheduled Reports

Set up automatic reports:

Email Reports

Go to Report Settings

Navigate to Analytics > Scheduled Reports.

Create new schedule

Click Add Scheduled Report.

Configure
  • Choose report type
  • Set frequency (daily, weekly, monthly)
  • Add recipients
Save

Reports will send automatically.

Available Schedules

FrequencyDelivered
DailyEach morning
WeeklyMonday morning
MonthlyFirst of month

Custom Reports

Building Custom Reports

For complex analysis:

  1. Export raw data
  2. Use spreadsheet or BI tool
  3. Create custom visualizations

API Access

Use the Analytics API for:

  • Custom dashboards
  • Integration with BI tools
  • Automated reporting

Report Contents

Overview Report

Includes:

  • Total conversations
  • AI vs human breakdown
  • Resolution rate
  • Average response times
  • CSAT summary
  • Week-over-week comparison

AI Performance Report

Includes:

  • AI resolution rate
  • Confidence distribution
  • Escalation breakdown
  • Knowledge gap analysis
  • Top unmatched queries

Team Report

Includes:

  • Conversations per agent
  • Response times by agent
  • Resolution rates
  • CSAT by agent
  • Availability metrics

CSAT Report

Includes:

  • Average score
  • Score distribution
  • Trends over time
  • Feedback comments
  • AI vs human comparison

Data Retention

How long data is kept:

PlanRetention
Starter30 days
Starter+90 days
Pro1 year

Export historical data before it expires if you need long-term records.

Sharing Reports

With Team

  • Share PDF reports
  • Grant dashboard access
  • Set up scheduled emails

With Stakeholders

  • Create executive summaries
  • Use PDF exports
  • Schedule regular updates

Using Reports Effectively

Monthly Reviews

Use reports to:

  • Track KPI progress
  • Identify trends
  • Plan improvements
  • Celebrate wins

Quarterly Planning

Analyze for:

  • Staffing needs
  • Tool improvements
  • Training priorities
  • Budget planning

Annual Reviews

Report on:

  • Year-over-year growth
  • ROI of AI chat
  • Team evolution
  • Customer satisfaction trends

Best Practices

Consistent Tracking

  • Use same date ranges
  • Compare apples to apples
  • Note any anomalies

Actionable Insights

Every report should lead to:

  • What's working
  • What needs improvement
  • Specific action items

Share Widely

  • Keep stakeholders informed
  • Celebrate improvements
  • Get buy-in for changes

Next Steps

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