Reports are not about totals. This page shows how to drill from channel to group to agent, turning "replies feel slow" into a specific shift and a specific team.
Trend first, then drill
Spot the anomaly in trends, then narrow by channel, group and agent to find the cause.
- Hourly and daily trends
- Channel comparison
- Group and agent drill-down
Watch four metrics
First response time, handling time, first-contact resolution and CSAT describe service quality.
- First response time
- Average handling time
- FCR and CSAT
FAQ
Why do report numbers differ from details?
Aggregates refresh on a delay; see the data mismatch page if the gap looks large.
Can I define custom dimensions?
Enterprise supports custom dimensions and saved views.