See how your conversations and your team are doing
The Reports area keeps a record of your conversations, messages, ratings and agent performance over time. If you would rather not record any of it, you can switch the whole area off.
This is for you when you want to look back at how much came in, how your team handled it, and how customers rated the help they got. It is also the place to start if you have decided you do not need reporting at all.
Step by step
Open the Reports area
Reports records conversations, messages, ratings and agent performance over time. Nothing needs setting up first — the data builds as your team works.
Look at how agents are rated
Agent ratings show in the Reports area. The same ratings also appear on the agent's own profile, so you can check one person without going through Reports.
Jump straight to one report
Add ?report=ID to the URL to open a specific report directly. This is handy when you keep returning to the same one.
Switch reports off if you do not want them
Go to Settings > Miscellaneous > Performance optimization > Disable reports. This turns the area off and saves resources on your account.
Settings reference
| Setting | What it does |
|---|---|
| Disable reports | Switches the Reports area off to save resources, and stops report data being recorded. Found at Settings > Miscellaneous > Performance optimization. |
Good to know
Switching it off stops the recording too
Disable reports does more than hide the area — it stops report data being collected. Anything that happens while it is off is not being recorded for later.
Ratings appear in two places
An agent's ratings show in the Reports area and on that agent's profile. If you only care about one person, the profile is the quicker route.
You can link straight to a report
Adding ?report=ID to the URL opens that report on its own. Useful if you check the same figures regularly.
Common questions
What does the Reports area actually record?
Where can I see how a particular agent is rated?
How do I turn reports off?
If I disable reports, is data still being gathered in the background?
Can I open one report directly without clicking through?
Do reports cost anything extra?
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