The Reports page shows how your calls and WhatsApp conversations are going over a period you choose. Open it from the sidebar, pick a period and, if you have more than one phone assistant, pick an assistant.
Choose what to see
- Period: Last 7 days, Last 30 days (the default) or Last 90 days. Each period includes today.
- Assistant: All assistants or one phone assistant. This filter only appears when you have more than one phone assistant, and it applies to the call numbers and charts.
Calls
Only calls that have finished are counted.
| Number | What it means |
|---|---|
| Calls | Calls your assistants answered in the period. |
| Average duration | Average length of a call, including any time talking with your team after a transfer. The note "With the assistant" is the average time the customer spent with the assistant only. |
| Handled by the assistant | Share of all call time handled by the assistant. The note shows the share of time with your team. |
| Transfers | Calls the assistant transferred to your team. The note splits them into answered (someone on your team picked up) and missed. |
| Tickets opened | Tickets the assistant opened during calls. |
| Satisfaction | Average rating out of 5 from the end-of-call survey, and how many surveys it's based on. "—" means no one answered a survey. |
Transfers, tickets and surveys only show numbers if they're part of your setup. See Transfer calls to your team, Ticket creation and Satisfaction survey.
Charts
- Activity by day: calls and WhatsApp conversations for each day, in your time zone.
- Survey ratings: how many surveys got each rating, from 1 to 5. See Customer satisfaction scores.
- Calls by hour: the hours when calls come in, for one assistant. If you see "Pick an assistant to see calls by hour.", choose one in the Assistant filter.
| Number | What it means |
|---|---|
| Conversations | Conversations where a customer sent at least one message in the period. |
| Assistant only | Share of those conversations with no message from your team: the assistant handled them alone. The note shows how many. |
| Unread now | Conversations waiting for a reply in the inbox right now, whatever the period. |
The WhatsApp numbers always cover all your WhatsApp assistants. The Assistant filter doesn't change them.
How to read the numbers
- A high Assistant only or Handled by the assistant share means the assistant is resolving most questions by itself.
- Many missed transfers? Check that your team's numbers and office hours are right.
- To look at the calls behind a number, open the call log and filter by date.
Good to know
- Calls still in progress aren't counted until they end.
- Home uses the same counts, so the numbers match for the same period.
- Numbers are calculated when you open the page. Reload it to see the latest.