## Overview

These are the everyday operational reports. They show **how much** came in and was resolved and **how
well** your operation responded, sliced by different dimensions:

- **Conversations**: volume of incoming and resolved conversations, plus average first response and
  resolution times over the period.
- **Agents**: the same metrics per agent, to compare individual performance.
- **Teams**: the aggregated view per support team.
- **Labels**: volume and performance sliced by the labels applied to conversations.
- **Inbox**: the numbers per channel/inbox (for example, each WhatsApp number or the website widget).

In these five reports **every chart bar is clickable**. Clicking one opens a side panel with the
records that produced that number — the conversations and messages behind the bar. That is the
**bar drilldown**, the shortest path from a metric to the conversation that explains it.

## Prerequisites

- Permission to access **Reports**.
- For the **bar drilldown**, the **Administrator** role: agents still see the charts, but they can't
  open the record panel.
- For the **teams** report, have teams created and agents assigned to them.
- For the **labels** report, use labels on conversations so there is data to slice.
- For the **inbox** report, have at least one inbox connected.

## Step by step

1. Open **Reports** in the sidebar.
2. Select the report you want (Conversations, Agents, Teams, Labels or Inbox).
3. Set the **date range** in the date selector.
4. Apply the filters the report offers (for example, pick a specific agent, team, inbox or label).
5. Analyze the volume charts and the time metrics at the top.
6. **Click a bar** in the chart to open the drilldown panel with that bar's records.
7. Inside the panel, scroll the list and use **Load more** to fetch the next page of records.
8. Use the **Previous bar** and **Next bar** arrows in the panel header — or the **←** and **→**
   keys — to move across neighbouring bars without closing the panel.
9. Click a card to open the matching conversation **in a new tab**.
10. Use **download/export** (CSV) when you want the detailed data.

## Settings & options

- **Date range**: the analyzed period.
- **Business hours**: option to count only working hours in time calculations.
- **Common metrics**: incoming conversations, resolved conversations, first response time, resolution
  time.
- **Slice (filter)**: agent, team, inbox or label, depending on the report.
- **CSV export**: for external analysis and shared reports. The button only appears for an
  **Administrator** or for a custom role with the **Export reports** (or **Manage reports**)
  permission.
- **Bar drilldown**: a side panel with the records behind the number. It shows:
  - in the header, the **bar value**, the period label and the conversation count — omitted when it
    would merely repeat the bar value, as in the conversations chart. For time metrics it also shows
    the count of messages involved, when that differs from the conversation count;
  - one card per record with the **conversation number** (`#123`), the status, the message direction
    (incoming or outgoing), that record's metric value, a content preview and links to the
    **contact**, **inbox** and **assigned agent**;
  - **25 records per page**, with a **Load more** button for the following pages.
- **Opening a record**: clicking a card opens the conversation in a new tab. When the record is a
  message, the conversation opens positioned on that message. Contact, inbox and agent links also
  open in a new tab without closing the panel.
- **Drilldown window**: the panel only considers the intersection between the bar's period and the
  period selected in the filter. A bar that starts before the chosen range shows only the part inside
  it.
- **Business hours in the drilldown**: with the option on, the value shown on each record is the one
  calculated in business hours too.

## Use cases

- Spot volume peaks per channel and size the team accordingly.
- Compare agents and recognize who resolves faster (and with quality).
- Assess which topics (labels) drive the most conversations.
- Measure the performance of each inbox separately.
- Go from the number to the conversation: click the resolution-time spike and read exactly which
  conversations produced it.
- Audit an outlier before challenging the team — the panel shows the contact, inbox and assignee of
  every record.

## Tips, limits & best practices

- Combine **Conversations** (overview) with **Agents** to tell whether a bottleneck is volume or
  capacity.
- Use consistent labels so the labels report stays useful — scattered labels create noise.
- Turn on **business hours** so the team isn't penalized for conversations arriving off-hours.
- Export the CSV when you need to cross-reference data or keep history outside the platform.
- **Empty bars don't open**: only bars with records in the period respond to the click. The navigation
  arrows automatically skip empty bars and stop when there is no further bar with data.
- The drilldown is **administrators only**. An agent who clicks a bar gets the notice “Only
  administrators can drill down into report records.”.
- The drilldown has its **own per-user request limit**: by default **10 per minute**, a tenth of the
  general reports limit. Opening dozens of bars in very quick succession can hit that ceiling — the
  installation operator tunes it through the `RATE_LIMIT_REPORTS_DRILLDOWN_API_USER_LEVEL`
  environment variable.
- Each panel page returns 25 records; anyone calling the
  `GET /api/v2/accounts/{account_id}/reports/drilldown` endpoint directly can request up to **100 per
  page**.

## Troubleshooting

- **An agent shows no data**: check whether they received/handled conversations in the period and
  whether they're included in the filters.
- **The teams report is empty**: confirm there are teams created and agents assigned.
- **Labels don't appear**: conversations in the period may have no labels applied.
- **Times look very high**: consider turning on the business hours filter.
- **Clicking the bar does nothing**: confirm the bar has a value above zero, that a period is set in
  the filter and that your role is Administrator.
- **The panel says “No records found for this bar”**: the records may fall outside the intersection
  between the bar's period and the filtered period, or they may have been deleted after the chart was
  generated.
- **The panel shows a loading error**: close and reopen the bar to try again. If it persists, wait a
  minute (request limit) and repeat.

## See also

- [Reports & Analytics overview](/hc/ajuda/articles/reports-overview-en)
- [CSAT and SLA reports](/hc/ajuda/articles/reports-csat-sla-en)
- [Per-module reports (CRM, Payments, Sales and more)](/hc/ajuda/articles/reports-relatorios-por-modulo-en)