Reports
The Reports page (a date-range window, default recent days) computes real numbers from your actual ticket data — nothing here is sample/demo data.
What’s on it
Section titled “What’s on it”- Ticket volume by day — a trend line over the selected window.
- Tickets by channel — where your volume is actually coming from.
- Tickets by status — a snapshot of pending/on-hold/resolved/reopened right now.
- Performance metrics — real average first-response time and resolution time, plus SLA breach counts.
- Agent leaderboard — tickets handled and average response time, per agent, for the selected window.
- Automation activity — how many inbound messages were handled by a rule, a sequence, or the AI agent vs. needing a human from the start.
If you have CSAT enabled (Settings → CSAT), a rating request goes out after a ticket is resolved — on LINE as a message with tappable buttons, in the Live Chat widget as an inline prompt in the same window. Reports summarizes the real response rate and average score.