Reports
Median first-response time, workload per agent, busiest hours, coverage gaps.
The numbers a manager actually needs: how long customers wait for a first reply, how work is distributed across the team, when the busy hours really are, and which conversations slipped through without an answer.
Median rather than mean, because one holiday-week outlier should not decide whether your support looks healthy.
What you get
- Median first-response time, not a flattering average
- Workload per agent across every channel
- Busiest-hours heatmap for staffing decisions
- Reply-coverage gaps: what never got answered