> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Reports & Metrics

> Track team performance, CSAT, response time and more

# 📊 Reports & Metrics

Monitor support performance, analyze data and make decisions based on real metrics.

***

## 📈 Main Dashboard

Access: **"Reports"** in sidebar

### Overview

<CardGroup cols={3}>
  <Card title="Conversations" icon="message">
    Total conversations in period
  </Card>

  <Card title="Avg Time" icon="clock">
    Average first response time
  </Card>

  <Card title="CSAT" icon="star">
    Customer satisfaction
  </Card>
</CardGroup>

***

## 🎯 Available Metrics

### 1. Conversations

**What it measures:**

* Total conversations created
* Resolved conversations
* Resolution rate
* Pending conversations

**Filters:**

* By period (today, week, month, custom)
* By inbox (WhatsApp, Email, etc.)
* By agent
* By team
* By label

***

### 2. First Response Time (FRT)

**What it measures:**
How long it takes for agent to respond to customer's first message.

**Target:**

* 🟢 **Excellent**: \< 1 minute
* 🟡 **Good**: 1-5 minutes
* 🟠 **Fair**: 5-15 minutes
* 🔴 **Poor**: > 15 minutes

**Why it matters:**
Customers expect fast responses. Low FRT = high satisfaction.

***

### 3. Resolution Time

**What it measures:**
How long it takes to completely resolve conversation.

**Benchmark:**

* Simple support: 10-30 minutes
* Medium support: 1-4 hours
* Complex support: 1-2 days

***

### 4. CSAT (Customer Satisfaction Score)

**What it measures:**
Customer satisfaction after resolving conversation.

**How it works:**

1. Conversation marked as resolved
2. Customer receives survey: 😞 😐 😊
3. Customer rates (optional)
4. Metric updated

**Calculation:**

```
CSAT = (Positive Ratings / Total Ratings) × 100

Example:
80 positive / 100 total = 80% CSAT
```

***

### 5. Performance by Agent

**Individual metrics:**

* Total conversations handled
* Resolution rate
* Average response time
* Individual CSAT
* Messages sent

**Ranking:**
See who are best agents in each metric.

***

## 📥 Export Reports

### CSV/Excel

1. Configure desired filters
2. Click **"Export"**
3. Choose format (CSV or XLSX)
4. Download starts automatically

***

## 📧 Automatic Email Reports

### Configure Auto-Send

1. Go to **"Settings"** → **"Reports"**
2. Enable **"Auto-Send"**
3. Configure:
   * **Frequency**: Daily, Weekly, Monthly
   * **Time**: 9am, 6pm, etc.
   * **Recipients**: Manager emails
   * **Metrics**: Choose which to include

***

## 💡 Best Practices

### Define Goals (KPIs)

Establish clear objectives:

**Example:**

```
Q1/2025 Goals:

1. First Response Time: < 2 minutes
2. Resolution Rate: > 85%
3. CSAT: > 90%
4. Conversations per Agent: 50-60/day
```

### Track Trends

Don't just look at absolute numbers, watch trends:

* Is CSAT rising or falling?
* When did demand increase?
* Which channel grows fastest?

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Agents" icon="users" href="/en/user-guide/agents">
    Manage your team
  </Card>

  <Card title="Teams" icon="people-group" href="/en/user-guide/teams">
    Organize by departments
  </Card>
</CardGroup>