Data-driven decision-making is fundamental to improving any customer service operation. The Reports section in BusinessChat is the tool for measuring team performance, understanding customer needs, and identifying operational bottlenecks. Any user with access to these reports can download them, and an email containing the download link will be sent to the user's email address.
These reports primarily allow admins and owners to evaluate team and employee performance using specific data segments, as well as to understand why customers contact your business and whether they are satisfied with the service.
Critical Note: Exported files do not contain message transcripts. You must use the included Conversation Link in each row to view the actual text on the BusinessChat platform.
Why you should use Reports instead of the Inbox to understand a user’s performance:
Clarity: The Inbox 'Team View' mixes all conversations together, making it hard to analyze one person's work.
Access: You cannot view a specific user's 'My Conversations' tab unless you log in with their credentials. Reports provide this data without needing access to their account
1. Conversation Topics Report
The conversation topics report classifies conversations by topic to reveal the most common reasons customers contact you.
Objective: To perform root-cause analysis of customer inquiries and drive proactive business improvements.
Description: This report categorizes every interaction based on the specific topics that your agents chose for the conversation. By quantifying why customers reach out (e.g., "Sizing Issues" or "Shipping Delays"), you can identify gaps in your website FAQ or chatbot options. This data is also valuable for marketing; you can filter customers by topic to create segmented, highly relevant re-engagement bulk marketing campaigns.
Exported Data: the exported report will include: Topic name, date, user who assigned the topic, team name, customer contact details, and a direct conversation link.
Analyst's Angle: Cross-reference this with CSAT scores to identify which specific topics are causing the most friction or dissatisfaction.
2. Conversation Status Report
The conversation status report tracks the total number of conversations opened versus closed over a specific period. It helps understand how many conversations an employee is handling on any given day. This report lets you analyze all conversations assigned to any employee.
Objective: To monitor operational volume and team capacity in real-time.
Description: This report compares the volume of "Opened" vs. "Closed" conversations over a defined period. It serves as an early warning system for backlogs. If "Opened" chats consistently outpace "Closed" chats, it indicates understaffing or a failure in the team’s closing protocols. It also provides a comprehensive audit trail of all conversations assigned to any specific employee.
Attribution Logic: This report uses Closure-Based Attribution. All "Open" and "Close" statistics are credited to the final User and Team who performed the closing action, regardless of prior transfers. Example: If a conversation starts with the Bot => transferred to Team A => re-assigned to Team B => Closed by User in Team B, the report attributes the data entirely to Team B and that specific User.
Exported Data: the exported report will include: Conversation ID, current status (Open/Closed), timestamp of opening, assigned user, assigned team, and a direct conversation link.
3. Conversation Completion Time Report
The conversation completion report calculates the average time (in minutes) from when a conversation is opened until it is closed, also known as Average Handle Time. This report can also be an opportunity to see and analyze all conversations assigned to any employee.
Objective: To measure Average Handle Time (AHT) and agent efficiency.
Description: This report calculates the duration (in minutes) from the moment a conversation is opened until it is officially closed. To ensure data integrity, the report includes only closed conversations; active chats are excluded to avoid artificially inflating the average. It is the primary tool for identifying high-performing agents and those requiring further training.
Attribution Logic: Like the Status Report, completion stats are credited entirely to the closing agent. If a bot starts a chat but an agent closes it, that agent receives the efficiency data.
Exported Data: the exported report will include: Customer name, assigned user, team name, total completion duration (minutes), and a direct conversation link.
4. Customer Satisfaction (CSAT) Report
The customer satisfaction report aggregates results from the post-conversation satisfaction surveys to measure service quality. (Important Prerequisite: The "request conversation rating" feature must be enabled in the Chatbot Operator).
Objective: To quantify service quality and the agent’s performance based on direct customer feedback.
Description: This report aggregates ratings from post-conversation surveys. The system calculates a percentage-based score: 100% for Satisfied, 50% for Neutral, and 0% for Unsatisfied. This provides a clear metric for individual and team performance. Note: The survey is triggered only when an agent manually closes the conversation in BusinessChat; it will not trigger if a chat is closed by Meta or left open.
Exported Data: the exported report will include: Assigned user, team, date of rating, customer information, numerical rating, written customer comments, and a direct conversation link.
Analyst's Angle: Review the "Comments" field to move beyond the score and understand the why behind customer sentiment, using it to refine agent scripts and behavior.
How to Export any Conversations Report Type
For all report types above, the export process follows a standardized workflow:
Navigate to Reports Icon > Conversation Reports.
Filtering: Select the desired Time Period.
Grouping: Organize data by User or Team and by Day, Week, or Month.
Click the download button on the specific report card to trigger the email link.
Click the “Download Report” link in the email that you will receive.
Open the downloaded report in an excel sheet or similar systems for analysis.