# Conversation, agent and team reports

Where the Overview shows what is happening now, these reports show how a period went. Pick a date range, read the totals and charts, click a bar to see the conversations behind it, and download the figures.

## Watch the walkthrough

{% embed url="https://youtu.be/HUHvNn_sDMQ" %}

![The Conversations report](../../.gitbook/assets/guides/reports-conversations.jpg)

## Choosing the period

Every report here has the same controls at the top:

* A date picker: **Last 7 days**, **Last 14 days**, **Last 30 days**, **This month**, **Last month**, **Last 3 months**, **Last 6 months**, **Last year** or **Custom date range**.
* **Group By**: show the charts by day, week, month or year.
* **Business Hours**: when switched on, response and resolution times only count the hours your inbox is open (set under the inbox's **Business Hours** tab), so a message that arrived at midnight is not held against your team.

## Conversations

**Reports → Conversations** shows, for the whole account:

| Metric | Meaning |
| --- | --- |
| **Conversations** | New conversations in the period |
| **Messages received** / **Messages sent** | Customer messages in, team and bot messages out |
| **First Response Time** | Average time until the first reply |
| **Resolution Time** | Average time from opening to resolving |
| **Resolution Count** | Conversations resolved |
| **Customer waiting time** | Average time customers waited for each reply |

Click a metric to chart it. Administrators can click a bar to open its details: the conversations or messages that bar counts, with **Previous bar**, **Next bar** and **Load more**. **Download conversation reports** saves the figures as a file.

## Agent Reply Speed, Inbox, Team and Labels

Under **Performance** in the reports menu:

* **Agent Reply Speed**: one row per agent with their conversations, first response time, resolution time and resolution count. Click an agent for their own charts. **Download agent reports**.
* **Inbox**: the same figures per inbox, to compare channels. **Download inbox reports**.
* **Team**: per team. **Download team reports**.
* **Labels**: per label, to see which topics take the most time. **Download label reports**.

![Agent Reply Speed](../../.gitbook/assets/guides/reports-agent-reply-speed.jpg)

## Related

* [Reports and Analytics](/reports/reports-and-analytics)
* [Overview and live metrics](/reports/overview-and-live-metrics)
* [CSAT and SLA reports](/reports/csat-and-sla-reports)
* [Inbox settings, tab by tab](/settings/inbox-settings-tabs)

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Source: https://help.mampuai.com/reports/conversation-agent-and-team-reports