Overview Reports (Real-time)
The Overview report provides a real-time monitoring dashboard that gives you an instant snapshot of your support operations. Access it by navigating to Reports → Overview from the main navigation.
What you'll see
- Open conversations — The total number of conversations currently open and awaiting resolution.
- Unattended conversations — Conversations that have not received a reply from any agent yet.
- Unassigned conversations — Conversations that have not been assigned to any agent or team.
Agent availability
The overview dashboard displays agent availability in real time, broken down by status:
- Online — Agents currently active and available to take conversations.
- Busy — Agents who have set their status to busy.
- Offline — Agents who are not currently logged in or have gone offline.
Conversation traffic heatmap
The heatmap visualizes your busiest hours over the past 7 days. Each cell represents an hour of a specific day, with color intensity indicating conversation volume. Use this to identify peak times and plan agent schedules accordingly.
Conversations by agent
This section shows the current workload distribution across your agents, so you can quickly see who is handling the most conversations and whether work is evenly distributed.
Conversation Reports
Navigate to Reports → Conversations to access detailed conversation metrics over time.
Available metrics
- Total conversations — The total number of conversations created in the selected period.
- Incoming messages — Total messages received from customers.
- Outgoing messages — Total messages sent by agents.
- First response time — Average time taken to send the first reply to a customer.
- Customer waiting time — Average time customers spend waiting for a response.
- Resolution time — Average time taken to resolve a conversation from start to finish.
- Resolution count — Total number of conversations resolved in the selected period.
Filtering and grouping
You can filter data by date range. The default view shows the last 7 days. When you change the date range, the data grouping automatically adjusts — shorter ranges show daily data points, while longer ranges aggregate by week or month for readability.
Trend analysis
Each metric includes a percentage change indicator comparing the current period to the previous period. This makes it easy to spot improvements or regressions at a glance — green indicates improvement, while red signals a decline.
Agent Reports
Navigate to Reports → Agents to view performance data broken down by individual agent.
Agent reports include the same metrics available in conversation reports (total conversations, incoming/outgoing messages, first response time, customer waiting time, resolution time, and resolution count), but filtered on a per-agent basis.
How to use agent reports
- Compare agent performance — View metrics side by side to see how agents stack up against each other and against team averages.
- Identify training needs — Agents with longer response times or lower resolution counts may benefit from additional coaching or resources.
- Recognize top performers — Use the data to acknowledge agents who consistently deliver fast response times and high resolution rates.
Label Reports
Navigate to Reports → Labels to view conversation metrics grouped by label.
If your team uses labels to categorize conversations (for example, by topic, department, or priority), label reports let you understand patterns across those categories.
Key insights from label reports
- Volume by category — Understand which labels generate the most conversations, helping you anticipate demand.
- Resolution times by topic — Track how long different categories take to resolve. Complex topics may naturally take longer, but outliers could indicate process issues.
- Resource allocation — Use label data to make informed decisions about staffing and training. If a specific category is growing rapidly, it may be time to assign more agents to that area.
Inbox and Team Reports
Inbox reports
Navigate to Reports → Inbox to view metrics broken down by channel. Each inbox (WhatsApp, Email, Live Chat, Facebook, Instagram, etc.) gets its own performance data. This helps you:
- Identify your busiest channels and allocate resources accordingly.
- Compare response times and resolution rates across different communication channels.
- Determine which channels may need additional automation or staffing.
Team reports
Navigate to Reports → Team to view metrics grouped by team. If your organization has multiple support teams (e.g., Sales, Technical Support, Billing), you can compare their performance using the same set of core metrics. This is useful for:
- Benchmarking team performance across departments.
- Identifying teams that may need more resources or process improvements.
- Tracking how organizational changes impact support quality over time.
CSAT Reports
Navigate to Reports → CSAT to view customer satisfaction scores collected from post-conversation surveys.
Key metrics
- Total responses — The total number of CSAT survey responses received in the selected period.
-
Satisfaction score — Calculated as
positive ratings / total responses × 100. This gives you an overall percentage of customers who rated their experience positively. -
Response rate — Calculated as
responses received / surveys sent × 100. A low response rate may indicate that the survey is not reaching customers effectively or that the timing needs adjustment.
Emoji scale breakdown
CSAT surveys in AstraChat use an emoji-based rating scale. The report breaks down responses across the full scale so you can see the distribution of customer sentiment, not just the overall score.
Filtering and details
- Filter by date range to track satisfaction trends over time.
- Filter by specific agents to see individual satisfaction scores.
- Each response is listed individually with a direct link to the conversation, so you can review the full context behind any rating.
SLA Reports
SLA (Service Level Agreement) reports help you track compliance across your conversations and ensure your team meets its commitments to customers.
Tracked SLA metrics
- First Response Time — Whether the first reply to a customer was sent within the agreed timeframe.
- Next Response Time — Whether subsequent replies met the response time targets after the initial response.
- Resolution Time — Whether conversations were resolved within the target resolution window.
Monitoring and compliance
Each of these metrics is measured against the SLA targets you have configured in your account settings. The report highlights:
- Conversations that have met their SLA targets.
- Conversations that are at risk of breaching their SLA (approaching the deadline).
- Conversations that have already breached their SLA.
Historical performance
View historical SLA performance trends to understand whether your team's compliance is improving over time. This is particularly useful for reporting to management or clients who require SLA adherence data.
Using Business Hours
Business hours allow you to filter report metrics so that only time spent during your configured working hours is counted. This ensures your reports reflect realistic performance data.
How to enable
Toggle the Business Hours option in any report view to switch between all-hours and business-hours-only calculations. When enabled, time outside your working hours is excluded from response time and resolution time metrics.
Configuring business hours
Set up your business hours in Settings → Business Hours. You can define different schedules for each day of the week, and optionally configure holidays or special closures.
Impact on metrics
- Response times — Only time during working hours counts toward first response and next response metrics.
- Resolution times — The clock pauses outside business hours, so overnight or weekend time is not penalized.
- SLA tracking — When business hours are enabled, SLA targets are evaluated against working hours only, which is critical for accurate compliance reporting.
Tip: If your team provides 24/7 support, you may not need to toggle business hours. However, if your agents work defined shifts, enabling business hours will give you a much more accurate picture of performance.