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Cliedesk Pro

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Reports

Dashboards

Reports has one tab per dashboard. All tabs use the same period and filters. See Reports for filters and splits. You need View reports.

Home

Home shows Key numbers: New today, New in 7 days, Backlog and CSAT, 7 days (Cliedesk Pro adds SLA at risk). Each card links to the full report.

Overview

  • Key numbers: new, resolved, first response, resolution, replies, one-touch resolution, reopened and CSAT.
  • Split by tables.
  • New and resolved per day.

Split by Channel to see per channel: new, resolved, first response (for chat, the wait time), resolution, replies, CSAT, one-touch, messages per conversation and returning customers. Chat also shows Missed chats and Chat length. Every column sorts both ways.

With WooCommerce, the Overview also shows Contacts per 100 orders. Cost per conversation shows when a monthly support cost is set in Settings → Developer → Integrations → Support cost.

Backlog

Backlog shows the conversations open now By status, By age and By queue, and Open at the end of each day. It also shows the time conversations spent in each status.

Automation

Automation shows per rule: Triggered, Ran, Failed runs, Actions done, Action errors and Held back. It also shows Saved replies used.

Knowledge

Knowledge shows per article: views, helpful votes, Conversations avoided and Conversations after reading. It lists Searches without results. Download CSV exports the article table.

Widget

Widget shows Loads, Opens, Help searches and Chats started, in total and per Page. Only the page path is kept. No third-party analytics script runs.

CSAT

The CSAT tab shows CSAT %, Ratings, Surveys sent, Response rate, the rating spread and a daily trend. By agent shows each agent’s CSAT. Comments link to their conversations. Use Negative only to see low ratings, and Download CSV to export comments. See Customer satisfaction.

Pro dashboards

More dashboards lists what Cliedesk Pro adds, each with a PRO badge: Agents and teams (the Team tab), Topics, fields and tags (the Topics tab), the SLA report, the Live board, AI agent performance, Copilot and triage, Quality reviews and custom reports. The Overview also shows PRO badges for saved views and share links, the conversations behind every number, targets and busiest times. See Reports with Cliedesk Pro.