The basics on every plan
Starter, Growth, and Scale show conversation volume, first response time, resolution time, and agent workload. Standard dashboards retain 90 days of report history on Starter. Growth and Scale retain 24 months of report history. Report retention is different from stored conversation history.
Measure a meaningful first response
First response time runs from the customer’s first message to the first public human reply. Private notes and automated notifications do not count. Resolution time runs from creation to the latest resolution. A reopened conversation can therefore change its resolution metric.
Business hours and SLAs
Growth and Scale include SLA reports with configurable business hours and one workspace timezone. Time outside business hours is excluded from SLA calculations when that option is enabled. Starter does not include SLA reports.
Take your data with you
CSV report exports are available on every paid plan. Exports contain aggregated report data, not full conversation transcripts. There is no custom report builder or scheduled report email. Owners and administrators can view workspace reports; agents cannot.