What the reports show
Last updated: 15 October 2026 · 8 min read
Reports are in the “Reports” section of the left menu. The pages sit in four groups by what they are about, with a thin line between the groups.
Steps
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1
The whole picture
- “Overview”: who is waiting for a reply right now, where the agents are, and how many conversations started and were resolved today. The page refreshes every minute.
- “Customer journey”: how contacts move through the stages, how many become customers and how many are lost.
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2
Conversations and customers
- “Conversations”: conversations started, resolved and reopened, by channel, day and hour.
- “Responses”: how long the first reply and the replies after it take, by channel and by agent.
- “Resolutions”: how long conversations take to resolve and who resolves them.
- “Messages”: messages in and out, who sent them and how many arrived.
- “Contacts”: new, merged and returning customers.
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3
Team and quality
- “Assignments”: how quickly conversations are given to agents.
- “Team”: agents side by side. Click an agent's name to open their page (see “See how an agent, team or channel is doing”).
- “Agent activity”: who had the panel open, for how long, and what they did meanwhile.
- “CSAT”: the ratings customers gave and their feedback.
- “SLA”: how often the time rules were missed.
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4
Channels, automation and AI
- “Calls”, “Campaigns” and “Flows”.
- “Clomni AI”: conversations the AI answered, resolved on its own and handed to the team. If an agent bot is connected, its numbers are in a “Bot” section on the same page.
- “Analysis”: what customers write about and how conversations end.
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5
Who sees what
Administrators and custom roles with the “Manage reports” permission see the whole account. Agents open the pages too, but see only their own numbers. Instead of “Team”, an agent has a “My numbers” page. “Flows” is shown only to administrators and roles with the reports permission.
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Filters and comparison
At the top of a page you choose the period (“Today”, “7 days”, “30 days”, “90 days”, “This month”, “Last month” or a range of your own), channel, inbox, team, agent and label. The choice stays in the page's address, so you can send the link to someone. Under each number you see the change against the period before. “View as table” next to a chart shows the same numbers as a table.
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Who moves the customer journey
An agent changes a contact's stage in the conversation or on the contact page. Automation rules, flows and campaigns can change it too. When a customer who has never had a stage writes, they enter the first stage (“New lead”) by themselves; a customer an agent left without a stage stays that way. When the account has agreed that AI reads conversation text, Clomni AI reads a conversation as it closes and moves the contact to the stage it shows itself, for example from “Interested” to “Offer”, “Won” and “Lost” included, with the reason for “Lost”. When it is not sure it does not move them: it leaves a private note from Clomni AI in the conversation (the customer does not see it), and an agent accepts the suggestion from the stage button in the conversation header. AI reads a conversation about 10 minutes after it closes and never reads an open one. Every stage change made from a conversation shows in it as a coloured line: “Won” in celebration colours, “Lost” in red. On Settings › Customer lifecycle you can write under each stage what it means, for example “Consultation: a meeting or a call is booked”; Clomni AI reads it and picks the stage more accurately. AI never moves a contact back and never touches a later stage an agent set. In the log such a change shows as “Clomni AI · automatic”. You can turn either off on Settings › Customer lifecycle with “Put a customer who writes into the first stage” and “Let AI move contacts forward”.
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The old reports
The old “Agents”, “Labels”, “Inbox” and “Bot” reports are no longer separate pages. Old links lead to the new pages: agents and teams to “Team”, inboxes and labels to “Conversations”, the bot to “Clomni AI”.