Overview
Agent reports show you how each rep is actually performing across every channel in the inbox — WhatsApp, email, SMS, voice, social DMs, web chat — without you stitching exports together. Built for support leads, sales managers, and ops, the report combines volume, response times, CSAT, and CRM outcomes (deals moved, leads scored) on one page. It also separates human work from Captain AI handoffs, so you can see who's really carrying the load and where coaching pays off.
- Track FRT, AHT, resolution time, and active hours per agent
- Compare agents side by side or against team averages
- Filter by channel, inbox, team, label, or date range
- See CSAT and post-chat survey scores attributed to each agent
- Measure CRM impact: deals moved, leads scored, tasks closed
- Separate Captain AI assists from fully human conversations
- Export to CSV or schedule weekly digests to email
How it works
Pick your window
Choose a date range, team, or inbox. Reports recalculate live across the nine channels and CRM you're already using.
Drill into an agent
Click any rep to see their conversation log, time-to-first-reply distribution, CSAT comments, and which deals they touched.
Share or schedule
Export the view to CSV, copy a shareable link for your weekly review, or auto-send a digest to managers every Monday.