--- title: "Help Desk Reporting & Analytics for Support Teams | ThriveDesk" canonical: "https://www.thrivedesk.com/features/analytics/" author: ThriveDesk description: "See first response and resolution times, volume by channel and hour, CSAT and teammate performance. Build custom dashboards, export to CSV and email reports on a schedule." categories: [page] --- # Support reports that show you what to fix next See how fast your team replies, when the queue fills up and how customers rate their conversations, across email and live chat. Made for store owners and support leads who don’t have an analyst. [Start free trial](https://app.thrivedesk.com/auth/register) [Book a demo](https://www.thrivedesk.com/demo/) 7-day free trial · No card required See the whole queue Open conversations, reply times and daily volume on one screen. Find where replies slow down Medians with their P90, and how many customers waited over an hour. Compare your teammates Rank the team by response time, time to close or CSAT. Know when to staff up See which days and hours fill the queue, and plan shifts around them. Channels ## Every channel in the same report Email, live chat, WhatsApp and Messenger each get their own line, so you can see which one brings in more work and which one takes longer to close. Conversations ## Know what came in and what’s still waiting The Conversations report counts what arrived, what got a reply, what closed and what came back. Point at any day to see its numbers. ### Closed vs. reopened When reopened conversations climb with closed ones, answers aren’t sticking. Check the replies behind those days. ### Open, snoozed and unassigned The yellow slice is work nobody owns yet. If it grows day after day, it’s time to look at your assignment rules. ### Hourly distribution of new conversations The busiest hour stands out in solid blue. Here it’s 11a, so that’s when a second person on chat helps most. The Heatmap report, in the tabs above, splits the same hours out by day of the week. Customer happiness ## See how customers rate each conversation Customers rate their conversations Great, Okay or Bad. The Happiness report adds them up into a CSAT score and shows the days the bad ones came in. Testimonials ![weDevs logo](https://www.thrivedesk.com/_astro/wedevs-logo-colored.CZ1zsiJa.svg) > “ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ” ![Nizam Uddin](https://www.thrivedesk.com/_astro/nizam.B0IpOeXM.jpg)Nizam Uddin CEO, weDevs ![Brainstorm Force logo](https://www.thrivedesk.com/_astro/surecart-logo.CyVpCQv8.svg) > “ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ” ![Sujay Pawar](https://www.thrivedesk.com/_astro/sujay-pawar.S_zk3sed.jpg)Sujay Pawar CEO, Brainstorm Force ![Themefisher logo](https://www.thrivedesk.com/_astro/themefisher-logo.iZiIHaeu.svg) > “ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ” ![Mehedi Hasan](https://www.thrivedesk.com/_astro/mehedi.CxiVuND-.jpg)Mehedi Hasan CEO, Themefisher ![Themesgrove logo](https://www.thrivedesk.com/_astro/tg_logo.mI64JEaF.png) > “ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ” Mohammad Zannatun Nime Support Executive, Themesgrove ![Sigmative logo](https://www.thrivedesk.com/_astro/sigmative-logo.DGIzEm09.svg) > “ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ” ![Selim Rana](https://www.thrivedesk.com/_astro/selim-rana.CQkT8t1-.jpg)Selim Rana Founder, Sigmative Muslims Day > “ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ” Abdullah Al H. CEO, Muslims Day Teammates ## A report for every person on the team Open anyone from the leaderboard to see their conversations, replies, resolutions and contacts helped, with their response times and CSAT beside them. Bring it to one-on-ones, or use it to spot who’s carrying more than their share. [Start free trial](https://app.thrivedesk.com/auth/register) Custom dashboards ## Build a dashboard for each person who reads it The support lead wants the queue. The owner wants the week. Whoever plans shifts wants the busy hours. Give each of them a dashboard with only the charts they check. 1. 01 ### Pick up to 20 charts Add charts from any report: Overview, Conversations, Responsiveness, Teammates, Happiness or Heatmap. Each one says what it counts before you add it. 2. 02 ### Drag them into place Put the chart you check first at the top, and make the ones that need room wider. The layout stays the way you leave it. 3. 03 ### Share it with the team Everyone who opens a shared dashboard sees the same charts, so the Monday meeting starts from the same numbers. ### Dashboards worth building Six we’d start with. The chart names are the ones you’ll find in the Add Charts list. - Support lead #### Monday check-in What piled up over the weekend and how long it has been waiting. - Queue depth - Unassigned conversations - Median first response time - Reopened conversations - Store owner #### Founder weekly Volume, speed and ratings on one screen, without opening six reports. - New conversations per day - Median resolution time - CSAT score - Resolved per day - Sales and launches #### Sale week Watch the queue hour by hour while a promotion is live, and see which channel it’s coming through. - Hourly distribution of new conversations - Open, snoozed and unassigned conversations - New conversations by channel - One-on-ones #### Teammate coaching How each teammate compares with the team, and which replies took longest. - Teammates leaderboard - Teammate performance over time - First response time breakdown - CSAT score - Chat team #### Live chat desk How many chats came in, how long customers waited and how long chats took to close. - New conversations by channel - Median time to close by channel - Customer waiting time - Whoever sets the roster #### Shift planning The days and hours that bring the most conversations, for planning who’s on and when. - Volume heatmap - Busiest hours - Busiest days AI usage ## See what your AI features used AI features run on credits. The AI usage screen shows how many you’ve used, how much of your limit is left and what each day took. The history lists every use: which feature ran (AI Auto Reply, AI Auto Tag or AI Auto Priority), the inbox it ran in and how many credits it took. If one inbox is using more than you expected, you’ll see it here first. [Start free trial](https://app.thrivedesk.com/auth/register) Filters and sharing ## Slice it, compare it, send it on - ### Timeframe and granularity Pick the period a report covers and how its charts group the days, such as daily. - ### One inbox or all of them Report on a single inbox, or switch on All inbox report to see every inbox together. - ### Compare with the previous period Figures show how they moved against the period before, so you can tell a busy week from a normal one. - ### Medians with P90 Response and resolution times show the median and the 90th percentile side by side. - ### Export to CSV Download the data behind a report for a spreadsheet, a board update or your own BI tool. - ### Scheduled email reports Have reports emailed to you and your team on a schedule, so nobody has to remember to look. FAQ ## Questions about reporting Anything else? [Talk to us](https://www.thrivedesk.com/contact/). ### What reports does ThriveDesk include? Six reports come built in: Overview, Conversations, Responsiveness, Teammates, Happiness and Heatmap. Teammates has a leaderboard and a report for each teammate. On top of those you can build your own dashboards, and the AI usage screen shows the credits your AI features used. ### Can I build my own dashboard? Yes. Create a dashboard, add up to 20 charts from any of the built-in reports, drag them into the order you want and resize them. You can share a dashboard with your team, so everyone opens the same view. ### How is first response time measured? It’s the median time between a conversation being created and the first reply from a teammate, for conversations created in the timeframe you picked. Charts that count time a conversation spent with the bot say so in their subtitle. ### Why medians and P90 instead of averages? One conversation that waited all weekend can drag an average up for the whole month. The median shows what a typical customer got, and the P90 next to it shows how long the slowest tenth waited, so neither hides the other. ### Can I see each channel separately? Yes. The by-channel charts draw a line for email, live chat, WhatsApp and Messenger, for new conversations and for time to close, with each channel’s total under the chart. You can also look at one inbox at a time or turn on All inbox report to see every inbox together. ### Can I export report data or get it by email? You can export report data as a CSV and schedule reports to be emailed to you and your team. Every figure also shows how it changed against the previous period. ### How do I see what our AI features used? The AI usage screen shows the credits used so far, how much of your limit is left, credits per day for the last 7 days, and a history of every use: the feature (such as AI Auto Reply, AI Auto Tag or AI Auto Priority), the inbox it ran in and how many credits it took. Guide ## Customer service analytics, explained The metrics worth tracking, how often to look at them, and what to look for in a reporting tool. ### What are the most important customer service metrics? Five numbers cover most of what a support team needs to know: first response time, time to close, customer satisfaction (CSAT), reopen rate and backlog. First response time The time from a customer’s first message to the first reply from a person. It tells you how long customers wait before anyone picks up their question. Time to close The time from a conversation starting to it being closed, also called resolution time. It tells you how long problems take to solve, not just to acknowledge. Customer satisfaction (CSAT) The share of rated conversations that customers scored positively. Speed is only half of it; CSAT shows how the answer landed. Reopen rate The share of closed conversations that come back. When it climbs, replies are closing conversations without solving the problem. Backlog The open conversations still waiting at a point in time, sometimes called queue depth. If it grows week after week, the team isn’t keeping up. Volume by channel, day and hour isn’t a quality measure, but it explains most of the others: replies slow down when the queue fills, and the queue fills at predictable times. ### What is customer service analytics? Customer service analytics means measuring your support conversations (how many arrive, how fast they’re answered and closed, and how customers rate them) so you can decide where to put people and what to fix. For a small store or software team it answers everyday questions. Do we need someone on chat on Saturday morning? Is the new teammate getting faster? Did last week’s sale double the queue, and for how long? It also points past the support team. Questions that keep coming back usually trace to an unclear product page, a confusing shipping policy or a bug, and conversations that reopen show where the help center or the reply templates fall short. ### Why do support reports matter for a small team? With two or three people answering, one slow afternoon or one overloaded teammate changes what every customer gets, and nobody notices unless something is counting. Reports let you staff the hours that are actually busy instead of the ones that feel busy. They catch slow replies while they’re a trend in a chart, before they show up in reviews. They also show the work. Support is easy to treat as a cost when nobody sees how many conversations it closes in a week or how customers rated them. A weekly dashboard with volume, response times and CSAT makes that visible to the owner and the rest of the company. ### How often should you check support reports? Look at the queue every day, at speed and satisfaction every week, and at trends and staffing every month. Daily Backlog, unassigned conversations and anything that has waited since yesterday. A few minutes at the start of the day is enough. Weekly Median first response time with its P90, time to close, CSAT, reopened conversations and each teammate’s numbers. This is the one to bring to a team meeting. Monthly Volume by channel and by hour, compared with the month before. Use it to plan shifts, decide which help center articles to write and see whether last month’s changes worked. ### How do you choose a help desk reporting tool? Choose one that reports on every channel in one place, shows medians with a percentile instead of only averages, breaks numbers down by teammate, and lets you build and share your own dashboards. Every channel in one report Email, live chat, WhatsApp and Messenger should land in the same charts with a line each, so you can compare them without exporting and merging spreadsheets. Medians and percentiles An average hides the customers who waited longest. A median with its P90 shows the typical wait and the worst tenth side by side. Per-teammate reports A leaderboard and a report for each person, for coaching and for spotting who is carrying too much. Custom dashboards you can share Different people check different numbers. Each of them should get a dashboard with only their charts, shared with the team. Exports and scheduled reports CSV exports for your own analysis and reports emailed on a schedule, so the numbers reach people who never log in. A view of what the AI did If an AI agent answers or tags conversations, you need to see what it handled, what it used, and whether response times include the time a conversation spent with the bot. Reporting built into the help desk also saves you from syncing data into a separate BI tool before anyone can look at it. ThriveDesk’s reports cover each of these, from the built-in reports to custom dashboards and AI usage. To see how it stacks up against other help desks, read the [help desk comparisons](https://www.thrivedesk.com/compare/).