Home Reports and data | Metrics, exports and Report Builder Overview of the Cloud Chat standard reports

Overview of the Cloud Chat standard reports

Last updated on Sep 16, 2026

When to use

  • You want to understand all the standard reports available

  • You need to decide which report to use for a specific case (volume, CSAT, team, agent, campaigns)

  • You want an overview before diving into a specific report

Prerequisites

  • Be logged in as a supervisor, CX Engineer or administrator

About this article

In this article you will understand what the standard reports available in Cloud Chat do — standard for every customer.

For custom reports, see: Basic guide to Report Builder v2.

Instructional video: https://www.loom.com/share/76332999ffab41df99c65352792cc799

Cloud Chat offers four main standard reports: "Conversas" (Conversations), CSAT, "Time" (Team) and "Agentes" (Agents), plus complementary reports ("Campanhas" (Campaigns) and "Tempo de Serviço" (Service Time)).

Conversations report

General metrics of the operation with several filters.

Metrics displayed

  • Conversations — number of conversations created

  • Messages received — messages the customer sent. A ticket can have more than one

  • Messages sent — messages sent by the agent or the AI. A ticket can have more than one

  • First response time (in seconds) — difference between the ticket creation and the sending of the first message

  • Resolution time (in minutes) — difference between creation and being marked as resolved. In case of reopening, it counts the last resolution

  • Recontact — tickets in which the same customer opened a new conversation in less than 24h after the previous one was closed

  • Resolution count — number of tickets resolved. There is a small difference from the conversations chart because the latter counts the creation date

Available filters

Multi-select:

  • Agent — agent assigned to the ticket

  • Inboxes — inbox of the tickets

  • Tag — contact reason

  • Teams — team responsible

  • CSAT — satisfaction score received

  • Date — predefined (today, yesterday, last 7/30 days, last 3/6/12 months) or custom ranges

And grouping by hour, day, week, month, quarter or year.

Specifically for the Conversations dashboard, you need to click "Aplicar Filtros" (Apply Filters) after selecting the filters. To refresh with the most recent data, click "Atualizar o dashboard" (Refresh the dashboard).

Export

Share on the web, download as PDF or image, or send it to a specific email address.

CSAT report

Visibility into the operation's CSAT.

Main metrics

  1. Number of CSAT responses in the period

  2. Average CSAT score per period (scores 4 and 5 are positive)

  3. Response rate — percentage of customers who responded

Breakdown by score

The second part of the report shows the total number of responses per score.

Detailed table

Lists each CSAT of the period, with:

  • Contact name

  • Agent assigned at the time of the survey

  • Rating (1 to 5)

  • Comments (if any)

  • Date the CSAT was recorded

  • Team assigned at the time

  • Inbox

  • Ticket tags

You can sort the table in ascending or descending order by clicking on the title of any column.

Filters and human vs AI split

Multi-select: agent, inbox, tag, team, rating. Date filter identical to Conversations.

Unlike the other reports, here you can filter by human responses only — turn off "Incluir agentes de IA" (Include AI agents).

Team report

Focused on granular data by team and tags in table format.

Available tables

  • Ticket volume by team (creation date)

  • Ticket volume by tag (creation date)

  • Reopened tickets by team (recontact in less than 24h)

  • Average first response time by team

  • Average resolution time by team

  • Average CSAT score by team

  • CSAT score by tag

Views

View Shows
Month Current month + last 4 months
Week Current week + last 5 weeks
Day Current day + last 28 days

Agents report

Format similar to the Team one, with a focus on the agent.

Metrics

  • Volume of tickets created per agent

  • Volume of reopenings per agent (recontact in <24h)

  • Average first response time per agent

  • Average resolution time per agent

  • Average CSAT score per agent

Same views (month, week, day) as the team report.

Campaigns report

Consolidates data from Campaigns and sends via API/manual proactive.

Available filters:

  • Campaigns (campaign_id)

  • Inboxes (inbox_id)

  • Audiences

Funnel view

At the top, general data with a breakdown of errors and responses:

  • Agendado - Erros = Enviados

  • Enviados - Não entregues = Entregues

  • Entregues - Não lidos = Lidos

  • Lidos - Não respondidos = Respondidos

The Agendados − Erros = Enviados (Scheduled − Errors = Sent) rule does not apply to campaigns/sends via API or individual Messages.

Just below, the behavior of the sends over time. X axis = creation date of the send.

Service Time report

The Service Time report provides detailed metrics on TME, TMA, TMR and other service times, allowing you to monitor and improve the efficiency of the operation.

Details in: How to understand the service time metrics.

Notes