Reports

9 articles

• Agent activity: time your team spends in the system and the work they do In the left menu, Reports › Agent activity shows each agent's time in the panel, status, sessions, first and last seen, replies, notes, and conversations answered and resolved. Click an agent's name to open their days below, with the hours the panel was open. Last updated: 14 October 2026
• Bot report: how many conversations the AI assistant and the bot resolved In the left menu, Reports › Clomni AI shows the conversations the AI answered, resolved on its own and handed to the team, its resolution rate and the questions it had no answer for. If an agent bot is connected, its numbers are in a separate “Bot” section on the same page. Last updated: 14 October 2026
• Download a report as a CSV file On every report page, “Download CSV” at the top saves the page's numbers, and the “CSV” button of the list below saves the list's rows. “Download PNG” saves a chart as a picture. Last updated: 14 October 2026
• Export contacts to Excel On the Contacts page, choose “Export contacts”. A link to the CSV file arrives by email, and the file opens in Excel. An administrator does this. Last updated: 27 September 2026
• How first response time is calculated The time from the start of the conversation to the agent's first reply. Bot, AI Agent, automation and campaign messages and private notes do not count as a reply. Reports › Responses shows the average, the median and p90. Last updated: 14 October 2026
• SLA report: how often your time rules were missed In the left menu, Reports › SLA shows “On time”, “Conversations with an SLA” and “Misses” against the period before. Charts show them day by day, by policy and by agent. The list below has the missed SLAs and which target was missed, and “CSV” downloads it. Last updated: 14 October 2026
• See how an agent, team or channel is doing In the left menu, Reports › Team shows the agents side by side: replies, resolved conversations, first reply, CSAT, time online. Click an agent's name to open their page. To look by channel, inbox, label or team, use the filters at the top of any report page. Last updated: 14 October 2026
• Set up a customer satisfaction survey (CSAT) and see the results In the channel's settings, open “CSAT”, turn on “Enable CSAT”, choose the display type and message, and click “Update”. When a conversation is resolved, the customer gets a rating survey. To skip the survey, resolve the conversation with “Resolve without survey”. Ratings are on Reports › CSAT. Last updated: 14 October 2026
• What the reports show In the left menu, Reports has these pages: Overview, Customer journey, Conversations, Responses, Resolutions, Messages, Contacts, Assignments, Team, Agent activity, CSAT, SLA, Calls, Campaigns, Flows, Clomni AI and Analysis. Administrators see the whole account's numbers, an agent sees only their own. Last updated: 15 October 2026