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Agent Reports

Configure and view reports that surface agent performance, conversation metrics, and usage analytics — with a redesigned Query Builder and Live Preview workflow.

Overview

Agent Reports lets admins author reports against the agent's conversation data using a panel-based Query Builder with a live, inline Preview of the rendered report. The same reports power end-user dashboards rendered on Hubs.

Accessing Reports

  1. Navigate to MY AGENTS
  2. Click on the agent you want to view reports for
  3. Click the Reports option from the agent menu

Report Configuration — Query Builder

The Query Builder groups every report control into clearly labelled, collapsible sections. A count badge on each section header (e.g., "Measures (3)") shows what is currently configured at a glance.

Agent Report Query Builder Query Builder with Measures (5) expanded — Active Users, Average Messages, Conversations, Messages, Usage Cost. Group By, Filters, Time Range, User Allowed Filters collapse below; Visualization picker (Bar, Stacked, Line, Area, Pie, …) sits at the bottom. Live Preview pane renders the configured Number-card dashboard alongside the builder

Section Purpose
Measures Select what to count or aggregate (e.g., Agent Rating 1–5 Star, Conversations, Active Users). Includes a type-ahead search field to locate a specific measure without scrolling the full list
Group By Choose dimensions to break the measure down by (e.g., date, user segment, agent version)
Filters Restrict the data — e.g., date range, status, conversation tag
Time Range Select the period the report covers (preset or custom)
User Allowed Filters Filters that end users viewing the rendered report can change themselves

Visualization Picker

Pick from ten chart types directly in the panel, with the active selection highlighted:

Type Best For
Bar Categorical comparisons
Stacked Compositions inside categories
Line Trends over time
Area Trends with magnitude emphasis
Pie Share-of-total breakdowns
Donut Share-of-total with a center label
Radar Multi-dimensional comparisons
Polar Cyclic / directional comparisons
Number A single KPI value
Table Tabular detail

Live Preview Pane

The configured report renders inline next to the builder so authors see the result as they edit. The toolbar offers a Hide title toggle plus prominent Cancel and Save actions.

Refreshed Dashboard Rendering

End-user dashboards (e.g., on Hubs) inherit the new visual treatment — KPI / Number cards, bar / pie / line / area charts, and table visualizations aligned to a single style, with per-chart time-range filters (e.g., All Time).

Reports Dashboard on a Hub Hub dashboard with the refreshed visual treatment — KPI/Number cards (Customer Support Overview), a stacked bar chart (Compressor Service Tickets), a pie chart (Equipment Uptime), and a table (Field Technician Performance). Each chart exposes its own time-range filter (e.g., "All Time")

Exporting Reports

Export reports in multiple formats:

  • PDF
  • CSV
  • Excel
  • JSON