Reports

Reports shows how your support is doing. Each tab is a dashboard. See Dashboards for what each tab shows.

Who can see reports

You need View reports. Every default role has it. Reports only count the conversations you may see. For example, an agent who sees only their own conversations reports only on those. With CSAT hidden from agents, only people with Export reports (Supervisors and above) see single ratings and comments.

Choose the period and options

• Set From and To. Days and hours use the report time zone.
• Business hours counts times only in open hours of your business hours.
• Averages instead of medians shows averages. By default times are medians (the middle value).

Numbers update every few minutes. The newest numbers lag 5 minutes at most. On large sites a report that takes longer than a quarter of a second to count is kept and shown at once to everyone who sees all conversations; it is counted again in the background every few minutes (so it can be up to about 10 minutes old). Reports with conversation conditions, and reports for people who see only some products, teams or queues, are always counted live.

Filter and split

Use the filter bar for Channel, Team, Queue and Agent. Reports use the same conditions as the conversation list, so the counts equal the list with the same filters.

Split by breaks a number down by channel, status, priority, type, product, language, organization, country or segment. Every column sorts both ways. Long tables get a Find box.

What the numbers mean

Hover over a number to see how it is counted. Cliedesk counts episodes. An episode runs from the first message until Resolved. A reopened conversation counts as two resolved episodes. Came back within 7 days is the share of resolved episodes after which the customer wrote again within 7 days. One-touch resolution is the share resolved with one reply.

With Cliedesk Pro

Cliedesk Pro adds saved views and share links, Compare with the period before, targets, busiest times, splits by agent, team, queue, tag, topic, intent or any field, the Team and Topics tabs, the conversations behind every number with CSV and JSON export, the Export button of inbox views, documented datasets and wp cliedesk report. Where these are, Free shows a PRO badge. See Reports with Cliedesk Pro.