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Feature

Support reports and response times

Statistics show how much support you handle and how fast: conversations created and solved, median first reply and resolution time, split by channel, country, weekday, hour and agent.

Support reports and response times
Volume, first reply time, resolution time, channels, countries and per-agent performance — with CSV export and a feedback view.

Key points

  • Median and average first reply time, not just totals.
  • Per-agent view with assigned, solved, messages and reply time.
  • Breakdown by channel, country, language, weekday and hour.
  • CSV export for any period.

At a glance

Included in Free
Yes, full statistics
Export
CSV
Sub-views
Overview, feedback, badge
Setup time
None, it fills as you work

Set it up in three steps

  1. 1Open Team → Statistics and pick a period.
  2. 2Compare channels and hours to plan your support hours.
  3. 3Export as CSV when you need it in a spreadsheet.

Frequently asked questions

Is response time measured per agent?

Yes, as a median per agent, so single outliers do not distort it.

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