Reports bring every support metric into one place: ticket volume, responsiveness, customer satisfaction (CSAT), SLA performance, tags, agent performance, session recordings, chatbots, and help center usage. Each report follows a shared date range, interval, and filter bar, so you can look at exactly the slice of data you care about and compare it with the previous period.

With scheduled reports, you can also have selected charts emailed to your team automatically on a daily, weekly, or monthly basis, so fresh numbers arrive without anyone pulling them by hand.

Related articles:
• How to review customer sessions (session recording): Open individual sessions.
• How to configure session recording settings: Turn on session recording.

Key Features

One place for every metric: Tickets, responsiveness, CSAT, SLA, tags, agent performance, session recordings, chatbots, and help center, each in its own report.
Shared date range and interval: Every chart on the page follows the selected date range, grouped by "Day", "Week", "Month", or "Quarter".
Stackable filters: Add one or more conditions (for example, "Status is Open") on top of the date range.
Saved filter views: Save a filter as a view and reopen it from "Filter views".
Period-over-period comparison: Summary metrics show their change from the previous period.
Built-in definitions: The help icon next to a metric explains exactly what it counts.
Interactive charts: Hover over a bar, line, or country to see the exact numbers.
Downloads: Use the download icon on a chart to download its data as a CSV.
Scheduled reports: Email selected charts to any audience on a recurring schedule.

How to use reports

Open Reports

Click the main menu.
Select "Reports" .

Use a saved filter view

Open "Filter views".
Search your saved views with the search box, then select the view you want.
To close the list without choosing a view, click "Filter views" again.

Set the date range and interval

Open the date range (for example, "last 7 days") and select the period you want. Every chart on the page follows it.
Open the "Interval" dropdown and select "Day", "Week", "Month", or "Quarter".

Important:
Match the interval to the date range, such as "Day" for the last 7 days.

Add a filter

Click the plus icon.
Select the field to filter by, for example "Status".
Select the condition, for example "is".
Check one or more values, for example "Open". Every number on the page now reflects only the matching tickets.
To stack another condition, click the plus icon again.
Review the active filter, shown in plain words (for example, "Status is Open"). You can save it as a view to reuse it.
To remove a filter, click the cross icon on it.

Read and download a chart

Click the help icon next to a metric to see what it counts.
Hover over a bar, line, or data point to see the exact numbers.
Use the series dropdown below a chart, when available, to choose which data series it shows.
Click the download icon on the chart to download its data as a CSV.

Available reports and charts

Open a report to see its charts. The sections match the "Reports" menu.

Ticketing · Tickets

• Tickets summary: Created, replied and resolved tickets, compared with the previous period.
• Tickets breakdown by status: Open, Pending, Snoozed and Resolved tickets over time.
• Tickets replied to: How many tickets your team answered.
• Response times: Time to close, average response time and first response time.
• Tickets resolved per agent: How the workload is shared across agents.
• Touches: How many replies a ticket needs before it's solved.
• Messages sent: Your team's total outgoing messages.

Ticketing · CSAT

• CSAT sent: How many surveys were sent.
• CSAT distribution: Responses by score.
• CSAT per agent: Scores and responses per agent.
• CSAT responses: Every response, including comments.

Ticketing · SLA

• Tickets outside SLA: Tickets that missed their SLA target, as a count and a percentage.

Ticketing · Tags

• Tags used: Your most used tags.
• Tag groups used: Usage by tag group.
• Tags used details: Exact counts for every tag.

Ticketing · Agent Performance

• Agent performance details: One row per agent with tickets assigned, replied and closed, CSAT, response times and SLA met or missed.

Session Recordings

• Sessions by country: A map of where your sessions come from.

Chatbots

• Chatbot usage: How often customers use your chatbots.
• Chatbot usage flow: The paths customers take through a flow, and where they drop off.
• Chatbot usage details: The numbers behind the charts.

Help Center

• Articles viewed: Which articles customers read.
• Searched term details: What customers search for. Searches with no good answer show which articles to write.
• Search results click-through: Whether customers open a result after searching.
• Tickets deflected: Questions the help center answered without a ticket.

How to create a scheduled report

A scheduled report emails the charts you choose to an audience on a recurring schedule.

Go to "Reports > Scheduled reports" .
Click "Add scheduled report".
Open "Select Date Range" and choose the period each email covers:

"Last 7 days": A short-term weekly snapshot.
"Last 30 days": Monthly tracking.
"Last 90 days": Broader quarterly insights.

Open "Select Repeat Type" and choose the frequency: "Daily", "Weekly", or "Monthly".
Set the send time.
Click "Add Chart", open "Select report type", and choose a chart. Every chart available in Reports can be included, for example "All response times".
Open the series dropdown and choose the data series to display, for example "All tickets" or "Fastest 90%".
To add more charts, click "Add Chart" again and repeat steps 6 and 7. Open the chart options (chevron icon) to fine-tune a chart, and collapse them when you are done.
In "Audience", enter the email addresses of the recipients, separated by commas.
In "Subject", enter a recognizable email subject, for example "Weekly Reports Summary".
In "Body", enter a short intro message. It appears at the start of every email.
Click "Save Scheduled Report". The report appears in the "Scheduled reports" list with its "Subject", "Audience", "Schedule", "Date range", and "Created by".

Important:
Click "View in Atlas" in the email to open the same charts in Reports.

How to delete a scheduled report

Go to "Reports > Scheduled reports" .
Locate the report, click the ellipsis icon, and select "Delete".
Click "Delete" to confirm. No more emails are sent for that report.

Warning:
Deleted scheduled reports cannot be restored.

FAQs & Troubleshooting

Why don't the numbers match what I expected?

Check the date range, the interval, and any active filters. Every chart on the page follows them. Use the help icon next to a metric to confirm what it counts.

What does the percentage next to a summary metric mean?

It is the change from the previous period.

Why is a report empty?

Common causes:

The date range contains no matching data.
An active filter excludes all tickets.
The feature behind the report is not in use, for example session recording is off, no chatbots are configured, or CSAT surveys are not being sent.

Can I export report data?

Yes. Click the download icon on a chart to download its data as a CSV. Charts in scheduled report emails can be downloaded as images.

Can I change a scheduled report after saving it?

Yes. Open the ellipsis menu on the report and select "Edit". All settings are kept as you left them.

Can I restore a deleted scheduled report?

No. Once deleted, a scheduled report cannot be restored.

Was this article helpful?

Table of contents

How to use reports and customer analytics

Overview