Download chat and email reports

This section displays the reports of all the chats handled by the agents, their activity, and their performance during their interaction with the users.

Click here to know why are reports necessary and what are the parameters tracked in the report.

There are 2 different types of reports, namely, Chat reports and Email reports.

ReportsTypesDescription
ChatChat archivesDump of all chat tickets transferred to your inbox
Agent activityDetailed report of your agent’s availability & activities
Agent performanceConsolidated performance report of your agents
EmailTicket archiveDump of all tickets transferred to your inbox
Agent performanceConsolidated performance report of your agents
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Only an admin can download reports

Follow the below steps to generate and download the reports:

  1. From the overview switcher, select Inbox.
  2. Click Analytics > Reports.

  1. Select chat reports/email reports.
  2. Click Generate.

  1. Add the filters (you can filter for a specific agent, otherwise report will get generated for all the agents), and date range (mandatory field).

  1. Click Download.
  2. When the status changes to Success, the reports are ready to download. Click the download icon to download the report to your local system.