Reporting & Dashboards
Build reports and dashboards to see what is happening.
View role-based dashboard
After login, a user sees a default dashboard tailored to their role with pre-built widgets showing relevant metrics.
Customize dashboard layout
A user customizes their dashboard by adding, removing, rearranging, and resizing widgets.
Build custom report
A user builds a custom report using a step-by-step guided builder, selecting entity, fields, filters, grouping, and display format.
Schedule and deliver report
A user schedules a saved report for periodic email delivery to specified recipients.
Review conversation volume and its evolution over time
The Owner reviews how many conversations and messages the company handled over a period, and how that volume trends, to plan staffing.
Review how conversations are distributed across channels
The Owner sees how conversation volume splits across WhatsApp, Instagram, Messenger, Telegram, Viber, Email and Live Chat, and drills into a channel's individual connections.
Review operator performance and response times
A Supervisor reviews each operator's human-handled conversation load, first-response time, average response time and resolution time, to coach the team; AI-handled work is not part of these figures.
Review ai indicators
The Owner reviews how much of the conversation load the AI Assistant carries and how well — AI-only resolved, AI-assisted, AI-transferred, handover reasons, fallback count and AI message volume.
Review refusal analytics by reason, channel, operator, segment and period
The Owner analyzes why conversations end as Refused/Lost, broken down by reason, channel, operator, customer segment and period, to find and address drop-off causes.
Filter the dashboard by period, operator, channel, funnel and status
A Supervisor narrows every widget on the Omnichannel Dashboard at once using a shared filter bar — period, operator, channel, funnel and status.
Record the details of every refusal for reporting
Whenever a conversation is set to Refused/Lost, the platform writes a refusal record capturing the reason, channel, responsible party and customer segment at that moment, so refusal analytics read a stable fact rather than reconstructing it from status history.
Keep failed messages out of valid-response kpi
A message that failed to send never counts as the response that satisfies a response-time or resolution-time clock — only a message that actually left the platform does.
Record ai participation for reporting
As a conversation progresses, the platform keeps a per-conversation record of AI involvement — AI-assisted, AI-only, AI-transferred, AI message count, operator intervention — so AI indicator reporting reads a maintained fact rather than recomputing it from the full message history each time.
Analyze opportunity funnel conversion
A Sales Manager reviews how opportunities flow through a sales funnel: how many reached each stage, the conversion from stage to stage, where deals are lost or moved out, and how long they stay in each stage, compared with the previous period.
Analyze the contact lifecycle funnel
A Marketing you review how contacts move through the lifecycle stages — Subscriber, Lead, MQL, SQL, Opportunity, Customer, Evangelist — to see where the marketing funnel leaks and how long each step takes.