See bottlenecks in support before a customer complains — workload, speed, quality and SLA in one place. Nine reports on conversations instead of ten Excel exports.
100% of conversations in reports · self-service launch from 2 hours
Every report answers a support lead’s question instead of describing a button. Here is what changes in practice.
The workload heatmap shows conversation volume by day of week and hour — you schedule shifts for real peaks, not by gut feel.
Business-hours accounting drops nights and weekends from the math: first response, resolution time and SLA Hit Rate — undistorted by off-hours idle time.
Comparison by facts — volume, timings, resolved count. You see both the leaders whose practices to spread and those who need help.
Bot resolution rate and handoff rate show how many conversations close without people and where scenarios need work.
From a live board right now to SLA control. Each report has its essence, key metrics and the question it answers.
A manager’s live board: what is happening in support right now
Answers the question: Is everything under control now? Who is overloaded? Which hours need more people?
Aggregate trend of support volume and quality over time
Answers the question: Are we answering faster or slower than a month ago? Are we keeping up with the growing load?
Comparison of agents and a detailed page for each
Answers the question: Who performs, who needs help, how to distribute work by fact rather than by guess?
Performance of each channel: email, chat, social, messengers
Answers the question: Which channel performs better? Where do customers wait the longest?
Grouping conversations by topic and category through tags
Answers the question: What do customers contact us about most, and what takes longest to resolve?
Comparison of teams against each other, plus per-team detail
Answers the question: Which team performs better and why? Where should the structure change?
Direct feedback from customers after a conversation
Answers the question: Are customers happy? Which of them to win back? Which agents delight customers?
How much work the bot closes without a human
Answers the question: Does the bot pay off? What share of requests does it take off people?
How well reaction and resolution deadlines are met
Answers the question: Are we keeping our deadline promises? Where and through whose fault does SLA break?
Shared properties of all support reports — flexible periods, honest time accounting and careful access.
A “business hours only” toggle: speed and SLA metrics are calculated without nights and weekends. The picture is honest, not inflated by off-hours idle time.
Satisfaction score = positive ratings / all responses × 100, response rate = responses / surveys sent × 100. Plus a rating distribution and a filterable feedback table.
Yes. Every report, SLA included, exports to CSV, and the breach table can be filtered by policy, channel, agent, tag or team.
Bot conversation count, bot resolution rate (bot-resolved / total conversations × 100) and handoff rate to an agent. You see what share of requests the bot takes off people and where to improve scenarios.
Role-based access: reports are open only to authorized users and administrators, not to regular agents.
7 days, 30 days, 3, 6 or 12 months, or a custom range, grouped by day, week, month or year.
Support reports are about conversations and the contact center: workload, speed, quality, SLA. CRM analytics is about sales: funnel, deals, revenue forecast. The two systems are separate but live in one product.
Connect your channels and get nine reports on conversations. Self-service launch — from 2 hours; for large businesses and CIS banks — up to 30 days.
Onboarding from 2 hours · CIS banks and large businesses