Customers (CRM)
Customer reports
In one line: measure your team's customer-service performance on WhatsApp — how many conversations you answered, how fast, and how well — on a dashboard for a date range you choose.
Plan: Available on the Professional, Advanced and Business plans, within the Customer management workspace. Start with the CRM overview first.
Overview
Customer reports is a pillar in the customer-management workspace that measures conversation and service performance — not productivity or payroll (that lives in the HR reports). It answers questions like: how many customer conversations came in? How many did we answer? How long until our first reply? And are customers satisfied?
To reach it: Switch system → Customer management → Reports.
The page has four parts: KPI cards at the top, then a By agent table, then a Daily trend chart — all governed by a date range you set at the top.
Key metrics
The KPI cards summarize everything that happened within the chosen date range. We've grouped them into three sets for you.
Response — how fast were we?
- Answered: the number of conversations your team replied to within the range.
- Avg first response (FRT = first response time): the average time between a customer's message arriving and the first human reply to it. Lower is better.
- Median first response: the middle value of first-response time (half of conversations are faster, half slower). The median isn't skewed by one very late conversation, so it's truer than the average when the numbers spread out.
- SLA met % (SLA = service-level agreement): the percentage of conversations answered within the agreed deadline.
Volume — how much came in?
- New: conversations that started within this range.
- Closed: conversations that were closed within this range.
- Open now: what's still open right this moment (a live number, not bound to the range).
- Inbound messages: the total messages that arrived from customers during the range.
Quality — how well did we do?
- Customer satisfaction (CSAT = customer satisfaction): the average of customers' star ratings, ★1 to ★5.
- CSAT response rate %: the share of customers who answered the satisfaction survey out of those it was sent to in this period (its denominator differs from the CSAT rating count itself).
- Avg resolution time: the average time from opening a conversation to closing it.
- Median resolution time: the middle value of resolution time — sturdier than the average when there are outliers.
- Reopened: the number of conversations that were closed and then opened again — a sign of resolutions that didn't stick the first time.
Tip: Always compare the average against the median. If the average is much higher than the median, a few very late conversations are usually inflating it — fix those alone rather than worrying about the whole team.
By agent
The By agent table breaks the numbers down per team member, so you can see who's carrying the load and who needs support. For each agent:
- Answered — how many conversations they replied to.
- Avg first response — their speed to first reply.
- SLA met % — their adherence to the deadline.
- Assigned open — the conversations they own right now that are still open.
- Customer satisfaction (CSAT) — their average stars.
- Avg resolution time — their speed to close conversations.
Careful: "Assigned open" measures current ownership — conversations this agent owns that are open at this moment — not "answered by." An agent may own a conversation that a colleague replied to; this column measures what's on their plate now, not what they've handled.
Daily trend
Below the table is the Daily trend bar chart: for each day in the range, two side-by-side bars — Inbound (customer messages) versus Answered (what you handled). At a glance it reveals the busy days, and the days where replies fell behind the inbound volume.
Date range
At the top of the page are two date fields: From and To. Every number on the page belongs to this range only (except "Open now," which is live).
- When you open the page, the range defaults to the last 30 days.
- The two fields always show the range the server actually used — so if what you chose couldn't be applied or was clamped, the real range stays visible in front of you, unambiguously.
- Changing either date reloads the report immediately with the new numbers.
Empty state: If there are no conversations within the chosen range, you'll see "No data in this range." Widen the range, or make sure a customer-service WhatsApp number is connected.
FAQ
Q: What's the difference between these reports and the HR reports? A: These measure customer service and conversations (speed, quality, satisfaction), while the HR reports cover attendance, productivity, and payroll.
Q: Why doesn't "Open now" change when I change the range? A: Because it's a live number reflecting the current state, not a past period — it's independent of the date fields.
Q: An agent answered many conversations but "Assigned open" is zero. How? A: That's normal. The column measures ownership that's open now, not what they answered; they may have closed everything they own, or answered conversations owned by someone else.
Q: Who can see these reports? A: Holders of the CRM permission on the Professional, Advanced and Business plans. Admins have it automatically.
Q: The page says "No data in this range." A: No conversations were recorded within the chosen dates. Widen the range, or check that your service WhatsApp number is connected and receiving messages.
Quick reference
| Action | Path |
|---|---|
| Open customer reports | Switch system → Customer management → Reports |
| Change the date range | "From" / "To" fields at the top (defaults to last 30 days) |
| Gauge reply speed | Avg/median first-response cards + SLA met % |
| Gauge satisfaction | Customer satisfaction (CSAT) card + response rate % |
| A single person's performance | "By agent" table |
| An agent's current load | "Assigned open" column (ownership, not answered) |
| Busy days | "Daily trend" chart (inbound vs. answered) |