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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

Start with a Conversation Count

Use this small example to check the reporting workflow before adding more dimensions:

  1. Open the agent's Reports and choose Add Report.
  2. In What To Count, select Conversations.
  3. Select Number as the visualization.
  4. Set Time Range to a period containing known test conversations.
  5. Inspect Preview. Compare the result with the intended agent, period and filters before saving.
  6. Add Break Down By or Filter By only after the basic count is understood. Use Sort & Limit when presenting grouped results.
  7. Choose Save to retain the report, or Cancel to leave the existing report unchanged.

On a rendered report, use Export CSV to inspect its data. A missing result can reflect the selected filters, permissions or retained data; it does not by itself establish that there was no activity. See Hub reporting for the separate Hub entry point.

The Query Builder groups every report control into clearly labelled, collapsible sections. A count badge on each section header (for example, What To Count (3)) shows what is currently configured at a glance.

Agent Report Query Builder

Query Builder with What To Count and Sort & Limit expanded. This example counts conversations and displays a Number preview. Scroll the builder for additional controls.

Section Purpose
What To Count Select what to count or aggregate (e.g., Agent Rating 1–5 Star, Conversations, Active Users). Includes a type-ahead search field and grouped categories such as Agent Sessions, Agents and Conversations
Break Down By Choose dimensions to break the measure down by (e.g., date, user segment, agent version)
Filter By Restrict the data — e.g., date range, status, conversation tag
Time Range Select the period the report covers (preset or custom)
Sort & Limit Sort the report and cap it to a top number of results. See below
Filters Viewers Can Change Filters that end users viewing the rendered report can change themselves

Renamed blocks

Four Query Builder blocks were relabelled in plainer language. If you are following older material, the mapping is:

Was Now
Measures What To Count
Group By Break Down By
Filters Filter By
User Allowed Filters Filters Viewers Can Change

Time Range keeps its name, and the visualization picker is unchanged.

Sort & Limit

When to use

Use Sort & Limit to restrict a report to a top number of results — "Top 5 Named Accounts" — without hand-editing the underlying query.

Sort and Limit

Control Description
Sort by Which measure or dimension the report sorts on. Add a measure or dimension to the report first, then choose what to sort by
Row limit One-click chips for Top 5, Top 10, Top 25, Top 50 and Top 100, plus a numeric field for another value

Choose Highest first or Lowest first after selecting a sort field. Row limits cap the grouped results.

Build with AI

Build with AI sits in the report header alongside Cancel and Save. Describe a report in plain language, preview the result, refine it, then apply it to the Query Builder — the blocks above remain available for fine-tuning afterwards.

Nothing is written to the report until you accept it.

Human Agent Online-Time Measures

The Agent Sessions category in What To Count exposes measures derived from human agent login sessions in the Human Agent Console:

Measure Description
Login Sessions Count of login / logout sessions
Total Logged In Time (seconds) Total online time
Average Session Duration (seconds) Mean length of a session
Active Sessions Sessions currently open
Human Agents Distinct human agents
Live Agents Agents currently live

Use the Time Range block to examine the retained login/logout data for the human agent and assistant. Confirm data availability and workspace retention before interpreting a historical report; an empty period does not by itself prove zero activity.

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 showing stacked bar and pie charts with All Time and No Grouping controls. Email labels are blurred.

Report Explain

Dashboard consumers can ask what a chart is actually telling them. Report Explain produces an on-demand AI explanation of a report widget.

Like the other AI-assist flows, it is draft-then-apply — the explanation is presented for review rather than written into the report.

Exporting Reports

Use Export CSV on a rendered report card to download its data.