Help CenterText App offers a comprehensive set of reports to help you track performance, improve customer service, and manage your team more efficiently. Whether you're just starting out or running a large support operation, these insights provide a clear view of agent and AI agent activity and their results.
Reports make it easy to monitor key metrics, such as chat and ticket volume, response and resolution times, satisfaction scores, and more.
Use these insights to identify issues, measure success, and continuously improve your support strategy.
Overview
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Understanding the scale of customer engagement is essential for assessing support performance and planning resources.
The Total cases report gives a complete picture of overall demand by combining both chats and tickets during a selected time frame. More specifically, the Total chats metric breaks this down to show how many conversations were handled automatically by AI agents, manually by agents, or through a combination of both.
Similarly, the New tickets and Tickets solved reports provide insight into how many support issues are being generated and resolved, while the Closed tickets report shows the total number of tickets marked as finalized. These metrics help teams monitor workload and identify trends in customer inquiries.
Customer satisfaction (CSAT) insights
To measure service quality, several CSAT-related reports offer valuable feedback directly from customers.
The Chat CSAT and Ticket CSAT reports calculate the percentage of positive ratings compared to the total (positive and negative) responses in their respective channels.
For deeper analysis, CSAT scores are also segmented by chat type: Automated CSAT evaluates satisfaction in AI agent-only chats, Manual CSAT reflects agent-only performance, and Assisted CSAT measures satisfaction in hybrid conversations. These insights help teams pinpoint where customer satisfaction excels or needs improvement across various support models.
Visitor and engagement tracking
The Unique visitors metric tracks the number of individual visitors who entered a website with Text App tracking code. This data is crucial for evaluating the effectiveness of marketing campaigns or identifying high-traffic periods that may require additional support staff.
The Missed chats report complements this by highlighting potential gaps in coverage, showing how often visitors leave without receiving any response, which may signal the need for staffing or process improvements.
Response and resolution efficiency
Speed of service plays a critical role in customer experience.
The Chat first response time and Tickets first response time reports show how quickly customers receive initial replies from support agents or AI agents. These metrics help evaluate team responsiveness and identify potential obstacles.
Additionally, the Ticket resolution time tracks the average time taken to fully resolve a customer's issue, providing a clear view of overall support efficiency. Quick responses and resolutions can significantly enhance customer satisfaction.
Time spent in chats
Understanding the time commitment involved in support interactions is key to productivity and planning.
The Total chat duration reflects the full time customers spend in chats, while Automated chat duration and Manual chat duration break this down by AI agent or agent involvement. These reports help gauge interaction quality and complexity. For example, longer manual chat durations may indicate more involved troubleshooting, while shorter automated chat durations might reflect effective use of AI agents for simpler queries.
Productivity metrics
To assess how effectively support resources are utilized, the system tracks the Automated chats per hour and Manual chats per hour metrics. These reveal how many conversations AI agents and agents handle on average within an hour, providing a useful benchmark for team productivity and system efficiency.
These metrics are particularly beneficial when scaling support operations or planning agent shifts based on expected chat volumes.
AI agent
To help you evaluate the effectiveness of your AI agent, here are the key performance metrics you’ll find in the AI agent performance report:
AI resolution rate
The percentage of chats successfully resolved by the AI agent without needing human assistance. A higher resolution rate indicates stronger AI effectiveness.
AI agent chats
The total number of chats handled by the AI agent. This shows the volume of conversations managed by your AI agent.
AI agent CSAT score
The percentage of positive customer ratings in chats handled by the AI agent. This helps measure customer satisfaction with automated support.
Transferred chats
The percentage of chats that were escalated from the AI agent to a human agent. Lower transfer rates usually mean the AI is resolving more issues independently.
AI resolutions
The total number of chats fully resolved by the AI agent without human help. This shows the absolute count of successful automated interactions.
Metrics breakdown
Metrics breakdown brings all your key metrics into one place, with daily, weekly, and monthly views. The report is highly customizable—if you need a specific set of metrics for weekly agent reviews, for example, we can create a dedicated section for each agent.
Currently, customization requires contacting our support team, but self-serve customization is on the way.
You can download the report as a CSV file for further analysis.
Chats
The Chats section gives you insights into customer conversations and helps you understand overall support coverage.
Total chats
The total number of chats received. This shows the full volume of customer conversations handled by your team.
Missed chats
The number of chats where customers left without receiving a reply. Tracking this helps identify coverage gaps and opportunities to improve responsiveness.
Chat satisfaction
The Chat satisfaction view shows how customers rate their chat experience. It includes both good and bad ratings across all chats, giving you insights into customer sentiment and helping you identify opportunities to improve quality and support effectiveness.
Chat response times
The Chat response times view shows how quickly teammates reply to customers. It includes reports on first response time and average response time, helping you understand responsiveness at the start of conversations and throughout ongoing chats.
Learn more about the Chats reports here.
Teammates
The Teammates section provides a complete view of how your support team is performing and when they are available to assist customers.
Performance
The Performance view shows how effectively teammates handle customer interactions. You can track metrics like satisfaction scores, response times, and chat volume to better understand quality and efficiency.
Activity
The Activity view highlights teammate availability and real-time presence. It helps you see who is online, when they are active, and how coverage is distributed throughout the day.
Tickets
New Tickets
The New tickets report shows the number of tickets created over time, where they come from, and when traffic peaks. Use it to track volume, identify key sources, and prepare your team for busy hours.