Reports & Statistics
Moobidesk provides comprehensive analytics across conversations, agent performance, queue efficiency, and customer satisfaction.
Real-Time Statistics
Dashboard Overview
The main dashboard displays live metrics:
System-Wide:
- Active Chats: Conversations currently in progress
- Queued Chats: Waiting for agent assignment
- Active Agents: Agents currently available
- SLA Compliance: Real-time service level adherence
Agent Performance:
- Active conversations per agent
- Average response time
- Conversations handled today
- Current status distribution (Available, Busy, Away, Offline)
Queue Status:
- Wait time by queue
- Conversations in each queue
- SLA compliance by queue
Auto-Refresh
Statistics update automatically:
- Dashboard: Every 30 seconds
- Agent View: Real-time
- Queue View: Every 10 seconds
Historical Reports
Conversation Reports
Conversation Volume
Track conversation trends over time.
Metrics:
- Total conversations by date range
- Channel breakdown (WhatsApp, Email, Facebook)
- New vs returning contacts
- Peak traffic hours/days
Filters:
- Date range (today, last 7 days, last 30 days, custom)
- Channel
- Queue
- Agent
Conversation Details
Drill into individual conversation data.
Included Data:
- Conversation ID and timestamp
- Contact information
- Channel
- Assigned agent
- Queue
- Duration (start to resolution)
- First response time
- Status (resolved, abandoned)
- Tags and labels applied
- SLA compliance
Export: Download as CSV for external analysis
Agent Performance Reports
Agent Productivity
Evaluate individual and team performance.
Metrics:
- Conversations Handled: Total assigned conversations
- Average Handle Time: Mean time from assignment to resolution
- First Response Time: Time to first agent reply
- Average Response Time: Mean reply time throughout conversation
- Concurrent Conversations: Average number of simultaneous chats
- Resolved Conversations: Successfully completed conversations
- Transferred Conversations: Conversations transferred to others
Time Periods: Today, Yesterday, Last 7 days, Last 30 days, Custom range
Comparison: Compare agents side-by-side
Agent Availability
Understand time allocation across activities.
Metrics:
- Online Time: Total logged-in duration
- Available Time: Time in "Available" status
- Busy Time: Time handling conversations or in wrap-up
- Away Time: Time in "Away" status, broken down by aux code
- Break Time: Aux code breakdown (Break, Lunch, Training, Meeting)
Aux Code Detail:
- Time spent in each aux code
- Frequency of aux code usage
- Comparison across agents
Agent Leaderboard
Gamify performance with ranked metrics.
Rankings:
- Most conversations handled
- Fastest average response time
- Highest CSAT scores
- Most resolved conversations
- Highest SLA compliance
Time Frame: Daily, Weekly, Monthly
Queue Reports
Queue Performance
Analyze queue efficiency and bottlenecks.
Metrics:
- Total Conversations: Volume through each queue
- Average Wait Time: Time from queue entry to agent pickup
- Max Wait Time: Longest wait experienced
- Abandoned Rate: Percentage of conversations abandoned before pickup
- SLA Compliance: Percentage meeting first response target
- Transfers In/Out: Queue transfer patterns
Insights:
- Identify understaffed queues
- Spot peak demand periods
- Optimize routing rules
SLA Performance
Monitor service level agreement adherence.
Metrics:
- First Response SLA: Percentage meeting initial response target
- Resolution SLA: Percentage resolved within target time
- Breaches: Count of SLA violations
- At Risk: Conversations approaching SLA threshold
Breakdown:
- By queue
- By agent
- By time of day
- By channel
Customer Satisfaction (CSAT)
CSAT Scores
Measure customer satisfaction after conversation resolution.
Collection Methods:
- Post-conversation survey (1-5 stars or thumbs up/down)
- Automatic request after resolution
- WhatsApp quick reply buttons
Metrics:
- Average CSAT: Mean satisfaction score
- Response Rate: Percentage of customers providing feedback
- Distribution: Breakdown by score (5-star, 4-star, etc.)
- Trend: CSAT over time
Segmentation:
- By agent
- By queue
- By channel
- By conversation tags
Feedback Comments
Review qualitative customer feedback.
Features:
- Filter by CSAT score
- Search feedback text
- Tag common themes
- Export for sentiment analysis
Broadcast Reports
Campaign Performance
Analyze broadcast campaign effectiveness.
Metrics:
- Sent: Total messages sent
- Delivered: Successfully delivered to recipient devices
- Read: Messages opened by customers
- Replied: Customers who responded
- Failed: Delivery failures with reason breakdown
Engagement:
- Delivery Rate: Delivered ÷ Sent
- Read Rate: Read ÷ Delivered
- Response Rate: Replied ÷ Delivered
Comparison: Compare campaigns side-by-side
Template Performance
Evaluate which message templates drive engagement.
Metrics:
- Usage frequency
- Average delivery rate
- Average read rate
- Average response rate
- Failure rate by template
Optimization: Identify high-performing templates for future campaigns
Custom Reports
Report Builder
Create custom reports with specific metrics and filters:
- Navigate to Reports → Custom Reports → Create New
- Select report type (Conversation, Agent, Queue, CSAT)
- Choose metrics to include
- Apply filters (date range, channel, tags, etc.)
- Select grouping (by day, week, agent, queue)
- Save report for future use
Scheduled Reports
Automate report delivery:
- Create or select existing report
- Click "Schedule"
- Set frequency (Daily, Weekly, Monthly)
- Choose delivery method (Email, Dashboard)
- Add recipients
- Save schedule
Delivery Formats: PDF, CSV, Excel
Data Export
Export Options
Export any report for external analysis:
- CSV: Raw data for spreadsheet analysis
- Excel: Formatted workbook with charts
- PDF: Presentation-ready report
Bulk Export
Export all conversations for compliance or backup:
- Navigate to Reports → Data Export
- Select date range
- Choose data scope (All conversations, Specific queue, Specific agent)
- Include attachments (optional)
- Request export
- Download link sent via email when ready
Note: Large exports may take several hours to process
Dashboards
Pre-Built Dashboards
Access role-specific dashboards:
Agent Dashboard:
- Personal statistics
- Active conversations
- Personal CSAT trend
Supervisor Dashboard:
- Team performance overview
- Queue status
- Agent availability
- SLA compliance alerts
Manager Dashboard:
- System-wide metrics
- Trend analysis
- Comparative queue performance
- Strategic insights
Custom Dashboards
Build personalized dashboards:
- Navigate to Reports → Dashboards → Create
- Add widgets (metric cards, charts, tables)
- Configure each widget (metric, filters, visualization)
- Arrange layout
- Save dashboard
- Set as default (optional)
Analytics Best Practices
Monitoring Frequency
Daily: Agent performance, queue status, SLA compliance Weekly: Conversation volume trends, CSAT trends, broadcast performance Monthly: Strategic metrics, capacity planning, process improvements
Key Performance Indicators (KPIs)
Efficiency:
- Average handle time: Target <8 minutes
- First response time: Target <30 seconds
- SLA compliance: Target >95%
Quality:
- CSAT score: Target >4.5/5
- Abandon rate: Target <5%
- Transfer rate: Target <10%
Productivity:
- Conversations per agent per hour: Target 6-8
- Concurrent conversations: Target 3-5
- Utilization rate: Target 70-85%
Actionable Insights
Use reports to drive improvements:
- High transfer rates: Provide additional agent training
- Long handle times: Review conversation efficiency, update canned messages
- Low CSAT in specific queue: Investigate root cause, adjust staffing
- High abandon rates: Add agents during peak hours
- SLA breaches by time of day: Adjust shift schedules
Data-Driven Decisions
Leverage analytics for:
- Capacity Planning: Forecast staffing needs based on trends
- Training Needs: Identify skill gaps from performance data
- Process Optimization: Find bottlenecks in conversation flow
- Customer Experience: Improve based on CSAT feedback themes