Help CenterThe Reports section is your go-to space for tracking performance across your entire workspace in the Text app. It brings together data from live chats, tickets, bots, and agents, offering a clear picture of your team's performance in one place.
Whether you’re checking daily metrics or preparing a monthly report, the Reports section helps you stay informed and improve performance with confidence.
Overview
The Overview section provides a high-level snapshot of your service activity. It covers all channels—chats, tickets, and AI-powered bots—and summarizes how things are trending over time.
You can quickly compare your current performance with the previous period using visual cues like arrows and color coding.
What You’ll See
The Overview report is divided into two main parts:
1. Top Featured Stats
This section shows the most important numbers at a glance:
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Total cases – Combined count of all chats and tickets.
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Total chats – Total number of conversations, broken down by manual, assisted, and automated interactions.
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Chat CSAT – Overall customer satisfaction score from chat ratings.
Helpful indicators show how each number has changed compared to the previous period, helping you spot trends instantly.
2. All Metrics
Here you’ll find a full list of key performance indicators across channels:
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Chat CSAT / Ticket CSAT – How customers rate their experience.
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Chat duration – Average length of chat conversations, separated by manual, assisted, and automated interactions.
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First response time – How quickly agents or bots respond to new chats or tickets.
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Ticket resolution time – Time it takes to close tickets.
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Missed chats – Conversations without a response from agent after their first message.
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Manual/Automated chats per hour – Efficiency of human agents vs bots.
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Closed tickets / New tickets / Solved tickets – Status breakdown for HelpDesk workflows.
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Unique visitors – Number of unique customers engaging with your team.
Each metric also includes a trend comparison and a tooltip explaining how it’s calculated. Just hover over the ⓘ icon to learn more.
Time Filters
Choose from preset date ranges—7, 30, 90, or 365 days—or set a custom date range to tailor your report.
Metrics Breakdown Report
Need a more detailed view? The Metrics Breakdown report gives you daily, weekly, and monthly insights across your most important metrics. It’s ideal for managers who run regular performance reviews or prepare recurring reports.
What’s Inside:
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Metric-by-metric view with time-based comparisons
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Export-ready format for deeper analysis
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Trends and patterns you can track over time
Getting Access
If you don’t see the Metrics Breakdown report in your account, contact us. A product expert will help you set it up based on the metrics you care about most.
Accessing More Reports
Currently, only some reports from other products are available directly within the Text App. Additional reports are being added soon.
If you need reports from LiveChat, HelpDesk, or ChatBot, here’s how to find them:
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Go to the Reports section in the sidebar.
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Click on the linked product report you want to view.
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You’ll be taken to the full reporting dashboard for that product.
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Use the banner at the top of the page to return to the Text App when you're done.
Daily Stats and Metric Details
Daily Dashboard Access
Looking for a daily snapshot? The Overview report is your main dashboard for daily stats. It gives you quick access to trends, volumes, and satisfaction insights across channels.
Metric Calculations
Metrics in the Overview report are calculated based on the channel (chat, ticket) and type of interaction (manual, assisted, automated). For detailed definitions, hover over the ⓘ icon next to each metric.