What’s changing
The reports panel brings together in one place the data you previously had to cross-reference by hand.
- Conversations by status, with unique contacts served
- Most frequent contact reasons (hours inquiry, price inquiry, return, order status)
- Peak service hours
- Conversations transferred between agents and resolved conversations the contact reopened
Why it matters
Knowing how many conversations get resolved isn’t enough if you don’t know why people are writing in and at what time of day. These reports connect volume, reason and timing to make staffing decisions based on real data.