Reports overview
Konversio includes a set of built-in reports that give you visibility into team performance, conversation volumes, and customer satisfaction. All reports are under the Reports section in the main navigation.
Available reports
Overview
A real-time dashboard showing open conversations, conversations in queue, agents online, and average response times right now. Useful for a support manager keeping an eye on the team during a busy period.
Conversation
Aggregated data on conversation volume over time: how many were created, resolved, and the average resolution time. Filter by date range to compare periods.
Agent
Breaks down conversation and resolution metrics per agent. Useful for identifying workload distribution and spotting agents who may need support or have capacity.
Team
The same metrics as the Agent report, grouped by team rather than individual agent.
Inbox
Shows conversation volume and response metrics per inbox (email, live chat, WhatsApp, etc.). Helps you understand which channels drive the most load.
Label
Conversation counts grouped by label. If you use labels consistently to categorise issues (e.g. "billing", "bug", "onboarding"), this report shows the volume distribution across categories.
CSAT (Customer Satisfaction)
After a conversation is resolved, Konversio can send a CSAT survey to the customer. The CSAT report shows the responses: satisfaction rating, any comments left, and overall score over time. CSAT sending must be enabled per inbox in inbox settings.
Filtering by date range
Every report has a date range picker. You can select a preset (last 7 days, last 30 days, last 3 months) or define a custom range. Reports recalculate automatically when the range changes.
Some reports also allow filtering by agent, team, or inbox to narrow the view further.
Exporting data
Most reports include a Download or Export button that produces a CSV file. This is useful for sharing data with stakeholders outside Konversio, feeding into a spreadsheet, or archiving monthly snapshots.
The Overview report is real-time only and does not have an export function.
Using CSAT to track satisfaction
CSAT is the most direct signal of whether your support interactions are landing well. A few practical notes:
- Enable CSAT surveys per inbox, not globally -- this lets you roll it out incrementally
- Scores are typically 1-5 or a thumbs up/down depending on configuration
- Low CSAT scores on specific agents or inboxes are a starting point for coaching, not a final judgement
- Filter the CSAT report by agent to identify patterns
- Export CSAT data monthly if you report on it externally
The CSAT report does not require any integration with an external survey tool -- it is built in and sends automatically after resolution when enabled.