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Reports & Export

The Analytics page is great for spotting trends, but sometimes you need the data row by row — to work in Excel, report up the chain, or archive. For that there are two places: Reports builds the report, and the Download Center holds large files processed in the background. Both live in the Business Settings group, and only admins can reach them.

Reports

Open Reports, pick a report type, set a date range, then generate. The result shows up as a table you can page through, and download as Excel.

Eight report types are available:

  • Agent Performance — case counts, response times, resolution rate, and duration per agent.
  • Session Recap — details of each conversation: status, message count, start and end times.
  • Agent Activity — a log of agent logins, logouts, and presence changes.
  • Topics — the spread of conversation topics.
  • Broadcast Summary — aggregates per broadcast campaign.
  • Broadcast Detail — individual broadcast message records.
  • Bot Performance — bot interaction metrics and deflection rate.
  • API Sends — a log of messages sent through the API.

The date range is required, and you can set how many rows appear per page (10, 25, 50, or 100). The export format is Excel for now.

Download Center

Some exports are too large to build on screen in one go. Those run in the background, and the file waits for you in the Download Center. There's no need to sit and watch — leave the page, and come back when the file is ready.

Each export shows its own status: pending, processing, ready, expired, or failed. The page refreshes status on its own, so you'll know the moment a file is ready. A badge on the menu shows how many files are ready to download.

For each file you can:

  • Download — opens a secure link (signed URL) in a new tab. It appears only when the file is ready and hasn't expired.
  • Retry — requeues a failed export.
  • Delete — removes the file from storage along with its record.

Files have a shelf life and expire after a while, so download what you need before the deadline. Non-admin users see only their own exports; admins see them all.

Reports or Download Center?

The short version: use Reports to view and download straight from the screen, which suits reports that aren't too big. Use the Download Center for large exports that need time to process — the system does the work behind the scenes and drops the result there once it's done.