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Reports

A supervisor supporting a customer service agent during her shift in a bright office.

How to analyze agent response speed and connection time

Distinguish the average time to reply to a conversation from the hours agents remain connected to Connect.

Two team members reviewing printed reports to analyze support results.

How to interpret conversation reports by agent, channel, and period

Compare conversation volume by agent, channel, or category and see how it changes over time.

A supervisor reviewing a logbook and organized folders with a colleague.

How to view conversation audits and histories

Find conversations by period, channel, agent, or category and review the messages that explain each case.