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Reports provide insight into the conversations your agents are having, helping you measure both operational efficiency and customer experience. They come in two main forms: Agent Reports, which are pre-built summaries of performance across selected time periods, agents, and channels, tracking metrics such as conversation volume, message counts, topics, and response speed; and Conversation Insights, which offer a detailed view of individual conversations, focusing on soft skills, sentiment, and whether outcomes were successful. Together, these views allow you to understand both what happened and how it was experienced. Reports transform conversation data into measurable results. They provide visibility into activity and outcomes across channels, support quality control by tracking sentiment, resolution, and user experience, and enable optimization by identifying trends that inform updates to prompts, knowledge bases, or integrations.

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Generating Reports

1

Select a Time Range

Choose the reporting window (e.g., last 7 days, last 30 days).
2

Select Agents

Filter by specific agents you’d like to review.
3

Add Filters

Use the Search bar to specify channels, topics, or more if desired.
4

Toggle Between Reports and Insights

Switch between the Agent Reports or Conversation Insights tabs to view different kinds of information. Your selected filters will save while moving between the tabs.

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Best Practices

  • Use Agent Reports to track operational efficiency: speed, volume, and activity.
  • Use Conversation Insights to measure customer experience: satisfaction, resolution, and tone.
  • Monitor recurring topics or phrases to improve prompts and knowledge bases.