Reports & Analytics
Reports Overview
Convot reports cover conversation volume, response times, agent performance, the conversation heatmap, agent availability, help center traffic, and AI agent metrics.
Convot includes reports across your entire support operation. All reports are scoped to your organization and filtered to date ranges you choose.
What is available
| Report | What it covers |
|---|---|
| Overview | Conversation volume, new vs returning customers, backlog, and breakdown by app and channel |
| Support health | Resolved/pending/escalated, what is driving support (categories), and the engineering escalation scorecard with SLA tracking |
| Live escalations | Real-time frustration signals with level tiers, trajectory, and a feedback loop |
| Response times | Median first response time, resolution time, SLA attainment, and distribution buckets |
| Outcomes | First-contact resolution, reopen rate, abandoned rate, and how conversations end |
| Agent performance | Per-agent sessions, conversations handled, replies sent, FRT, resolution time, availability, and quality score |
| Conversation heatmap | Incoming message volume by day of week and hour |
| AI conversation quality | Graded conversations, quality score, flagged issues, and per-agent quality |
| Agent availability | Online vs busy time per agent over a period |
| Help center analytics | Article views, search queries, zero-result searches, and article feedback |
| Changelog, roadmap, and scheduling | Engagement on your changelog, roadmap, and bookings |
| AI agent metrics | Deflection rate, CSAT, cost, handled volume, the suggest-mode trust funnel, and knowledge gaps |
For a single at-a-glance home screen, see Your dashboard.
Date ranges and time zones
Every report supports a custom date range. The default is the last 30 days. Day boundaries are calculated in the organization’s configured time zone (or UTC if not set), so “conversations on Monday” means Monday in your time zone, not UTC.
Filters
Most reports can be filtered by app, channel, or agent to narrow the scope.
Role access
Reports are only visible to organization owners and admins by default. Agents do not see reports unless an owner or admin has explicitly granted them reports access through the member permissions settings.
If you cannot see the Reports section in the nav, your account does not have reports access. Ask an owner or admin to update your permissions.
AI agent reports
The AI agent has its own analytics tab inside the AI agent settings, not in the main Reports section. See AI agent analytics.
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