What this covers

Reports are organized into five packages, one directory called All Reports that shows each person what they can open, and a Reporting Permissions page where an administrator decides which reports Agents and Managers may see. This guide explains how the three fit together.

The five report packages

Every report belongs to exactly one package. The packages are Conversations & Channels, Workforce & Operations, Customer Experience, AI & Intelligence and Business & Executive. A site can have all five through the Enterprise Reports package, or any single package on its own. Packages are off until your account is set up with them; ask your account manager to add one. A report you already had before packages existed keeps working as it did.

Conversations & Channels

Know what is coming in and how well you answer it. It holds the volume, missed chat, response time, ticket, call, IVR, visitor traffic and channel reports, including the Apple Messages report. It suits every team that handles chats, calls or tickets, and is the natural starting package.

Workforce & Operations

Staff the right people at the right hours and coach with evidence. It holds agent performance, availability, utilization, schedule adherence, the leaderboard, call center analytics, worked hours and the operations center. It suits teams with supervisors, schedules or more than a handful of agents.

Customer Experience

Hear the customer's side as well as the operational side. It holds sentiment, customer health, surveys, experience impact and the repeat-contact, effort and promise reports. It suits teams that track satisfaction, retention or customer health.

AI & Intelligence

See what your AI and your conversations are teaching you. It holds chat intelligence, conversation efficiency, keyword intelligence, knowledge gaps, AI usage, bot effectiveness and the Focus AI reports. It suits teams that run bots or want insight from conversation content.

Business & Executive

Turn conversation data into numbers a leadership meeting uses. It holds the value report, executive brief, dashboards, data export, conversions, friction radar and account utilization. It suits owners and executives who want value, revenue and usage in one place.

All Reports

Open Reports, then All Reports. Reports you can open are grouped by the five packages, with a search box. A second section, Not available to you, lists every other report with a short explanation of what it shows and why it is unavailable: either your plan does not include its package, or your administrator has not allowed your role to see it. Nothing is hidden without an explanation. In the Agent Workspace the same list is under Performance, All Reports.

What each role sees

An Administrator always sees every report their plan includes, for the whole organization. A Manager sees reports for their own team; if a Manager has no team assigned, the report falls back to the whole organization and says so on the page. An Agent sees their own numbers, and only for reports built to show an individual. Your administrator can change these defaults for Agents and Managers, report by report.

Reporting Permissions

Settings, Reporting Permissions is for Administrators only. Pick a report and a role, then choose whether the role may see it, at which level (own, team or organization, limited to what that report can show), whether the role may export it, and whether the role may see sensitive data. Sensitive data means contact email and phone, and money columns; when it is off those columns are blank. Reset to default returns a row to the standard behavior. Every change is recorded in the audit log, and the same rules apply to exports, drill-downs, transcripts and scheduled emails.

What this report is

Every report page has a collapsible panel called What this report is. It explains what the report shows and who it is for. If you open a report you cannot access, the page shows that same explanation and tells you which package includes it and whom to ask.