Skip to main content
GuidesAPI Reference

Reports & Statistics

Converse provides four downloadable historical reports and a real-time statistics dashboard.

Statistics Dashboard​

The Statistics page shows a visual overview of conversation activity for any selected date range.

Statistics dashboard

Available filters: Date Range, Agent, Queue, Conversation Tag.

Metrics Displayed​

  • Time metrics — Resolution Time and Waiting Time, each showing Average, Longest, and Shortest values.
  • Conversation Trends — Total conversation volume over time in a trend chart, comparable across queues.
  • Conversation Breakdowns — By Status, Channel, Disposition, Queue, and SLA Result (Passed vs Failed).

Downloadable Reports​

Navigate to the Reports page. Four report types are available under separate tabs.

Reports page

Conversation Report​

Filter by: queue and date range. Tracks:

  • Communication Channel · Message Received time
  • First Assigned and First Responded timestamps
  • Closed time · Disposition · Handling Agent name
  • Total Wait time · SLA compliance result (Met / Missed)

Transcript Report​

Filter by: case ID and date range. Captures all incoming and outgoing messages exchanged between agents and customers.

Agent Report​

Filter by: queue and date range. Tracks per agent:

  • Total conversations assigned · Total conversations closed
  • Occupancy rate · Average handling time

Agent Auxcode Report​

Filter by: agent name, auxcode, and date range. Tracks each agent's away status activity.

Exporting Report Data​

  1. Navigate to the desired report tab.
  2. Apply the required filters.
  3. Select records using the checkboxes.
  4. Click Download Report to save to your local directory, or Download to Email to receive a download link by email.
  5. Download progress is shown in the bottom-right corner.
  6. Files download as a ZIP archive containing summary and detail files where applicable.