Support reporting

Before you begin

• Permission to see chat or support reports.
• The period, agent or conversation state you want to review.

How to use it

1. 1

   Open the support report

   Choose Dashboard or Reports under Chats, according to the detail you need.

2. 2

   Set the available filters

   Review date, agent and status controls exposed by the view. Keep the chosen period in mind when reading totals.

3. 3

   Inspect workload and outcomes

   Review conversation activity and the metrics available to your role. Look for work that still needs attention.

4. 4

   Follow up in the conversation

   Open the relevant chat or ticket workspace to investigate. Assign or resolve the actual request there rather than treating the report as the work queue.

Screen walkthrough

Select a screenshot to zoom in. These are actual platform components using fictional example data.

Explore this screen

01Support reporting summarizes chat activity for a selected period.