Reports & Analytics
Measure your support team's performance, track response times, understand customer volume, and see how your help center and AI agent are doing.
13 articles
Reports Overview
Convot reports cover conversation volume, response times, agent performance, the conversation heatmap, agent availability, help center traffic, and AI agent metrics.
Response Times
The Response times report shows median first response time, resolution time, SLA attainment, and distribution histograms for your selected date range.
Agent Performance
The Agent performance report shows per-agent sessions, conversations handled, replies sent, response times, availability hours, and quality scores.
Conversation Heatmap
The heatmap shows incoming message volume by day of week and hour of day so you can see when your customers are most active and staff accordingly.
Agent Availability
Agent availability data shows online and busy hours per agent in the selected period, sourced from live availability tracking.
Help Center and Portal Analytics
Portal analytics shows article views, unique visitors, top articles, search queries, zero-result searches, and article feedback for your help center.
AI Agent Metrics
AI agent metrics live in the Cove AI analytics tab - deflection rate, CSAT, cost, handled volume, the suggest-mode funnel, and knowledge gaps are all there.
Support Health Report
The Support health tab shows resolved, pending, and escalated counts, the AI-generated category breakdown of what is driving support, and an engineering escalation scorecard with time-to-ack, time-to-answer, time-to-fix, and per-owner accountability.
Live Escalations Report
The Live tab shows real-time frustration escalations, the four frustration level tiers, a per-conversation trajectory, and the Good catch / False alarm feedback loop. Switch to history mode to review any past day.
Outcomes Report
The Outcomes tab shows abandoned rate, first-contact resolution, reopen rate, a breakdown of how conversations end (resolved, idle timeout, force closed), and workload distribution by agent.
AI Quality Report
The Quality (AI) tab shows graded conversation counts, average score, good/bad/borderline breakdown, flagged conversations with issue tags, quality trend over time, per-agent scores, and a topic table with bad-rate per topic.
Changelog, Roadmap, and Scheduling Reports
Three reports in one article - Changelog covers entry views and widget card opens, Roadmap covers votes, submissions, the status funnel, and top items, and Scheduling covers bookings, upcoming, cancelled, cancellation rate, status breakdown, and top meeting types.
Your Dashboard
The Dashboard at /dashboard shows KPI cards for Inbox, Pending, Cove AI, Quality, Escalations, Help Center, Changelog, Roadmap, Scheduling, and Revenue, plus a My Queue panel. Cards are draggable, order persists locally, and some cards are gated by role.