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The Conversations report answers how many conversations arrived, through which channel, who handled them (AI agent, team or both) and at what times. It is also the entry point to the 360° View of each conversation. To open it, go to Reports & Insights and click View report on the Conversations card.
Conversations report in Metrics mode with distribution by type and conversations over time

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Filters

The filters sit at the top and apply to both view modes. Click Refresh to reload the data. Managers only see the teams they belong to and those teams’ channels.

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Period indicators

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View modes

Use View mode to switch between:
  • Metrics: charts and indicators for the period.
  • Detailed: a table with one row per conversation.

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Metrics mode charts

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Detailed mode table

Conversations report in Detailed mode with the conversations table
Click a row to open the conversation’s 360° View. 360° View and AI analysis →

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How to read conversation types

Track the AI agents only share week by week. If it does not grow, review the agent’s training based on the conversations it transferred. The topics that reach the team most often are the best candidates for new training.
Use the heatmap to adjust schedules: avoid team breaks and meetings at peak times. Outside business hours, the AI agent guarantees the first response.

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Unassigned conversations

Unassigned shows conversations that arrived and stayed in the queue without anyone taking them. If the number grows:
  1. Review the team’s distribution type (Round robin, Available or Queue).
  2. Check how many people are available at peak times.
  3. Link an AI agent to the channel to give the first response.
Configure teams → · Transfer a conversation →

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Limitations

  • The report covers conversations from the teams and channels you can see.
  • The Quality column only has a value for conversations where the AI analysis was generated.
  • The heatmap shows hours in your time zone, which may differ from the time zone set in the Team Calendar.

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Next steps

360° View and AI analysis

Open a conversation and evaluate the quality of the service.

Train the AI agent

Use what the report shows to improve the agent.