A report gives you a number: an average first response time, a resolution count, a total of AI agent conversations. The next question is usually the harder one. Why is first response time higher this week? Which conversation pulled the average up? Did the AI agent really handle that call the way the chart suggests? HellouOne now has a place to answer those questions. Administrators can open Reporting events and see the raw events behind the numbers in their reports.
This post is for administrators and team leads who read reports every week and want to trust what they see, and be able to explain it to the rest of the team.
Why a number alone is not enough
An average hides the individual cases that make it. One long conversation that sat unanswered over a weekend can move a weekly average more than twenty quick ones. When a figure surprises you, the useful move is to look at the underlying records instead of guessing.
Reporting events are those records. Each one is a single thing that happened and that HellouOne counts in your reports. They fall into five groups:
First response events.
Reply time events.
Resolution events.
AI agent events.
Call events.
With them in view, a number in a report stops being a black box. You can follow it back to the conversations and the moments that produced it.
How it works in HellouOne
There are two places to see reporting events, and both are for administrators.
The first is the Reporting events page, under Settings. It lists events from across your account, with the newest first. You can narrow the list with four filters:
Inbox, to look at one inbox at a time.
Agent, to see the events tied to one person on your team.
Event name, to focus on one type of event, such as everything related to first response.
Date range, which starts on the last 30 days. A range can span up to 90 days.
The list shows 25 events per page, with pagination to move through the rest. On a phone, each row turns into a card, so you can check a figure from wherever you are.
The second place is inside a conversation. In the right sidebar there is a collapsed Reporting events section. Open it and you see the events of that one conversation as a timeline, oldest first, so you can read what happened in the order it happened. That is the fastest way to answer a question about a specific case.
Agents who are not administrators do not see the page or the sidebar section. The feature is available on accounts with reports.
Three questions it helps you answer
Why does first response time look high? Filter by the first response events for the period, scan the list, and open the conversations that stand out. Often it is a handful of cases, not a general slowdown.
Which conversation pulled an average? Use the date range and the inbox filter to narrow down, then open the conversation and read its timeline from the first event onward.
What did the AI agent do? Filter by AI agent events or call events to audit what your AI agents and your phone line recorded, and check it against what you expected when you set them up.
The goal is not to find fault. It is to be able to say, with the evidence on screen, "this number is high because of these conversations, and here is what we will change."
A simple routine for reading your reports
Start in Reports with the overview, the way you already do.
When a number stands out, note the inbox and the period.
Open Reporting events with those same filters and look at the events behind it.
Open one or two of the conversations involved and read their timelines in the sidebar.
Share what you found with the team, with the actual conversations as examples.
If you want a refresher on what each report measures, the post on how your customer service is really doing walks through the reports, and the help center has a full article on reports and how your customer service is doing. If you run outbound voice, the post on voice campaign reports covers what you get there.
For developers
The same data is available through the HellouOne API. Two endpoints cover it:
GET /api/v1/accounts/{id}/reporting_events returns the events of an account. It accepts the filters since, until, inbox_id, user_id and name, plus page for pagination.
GET /api/v1/accounts/{id}/conversations/{display_id}/reporting_events returns the events of one conversation.
Both endpoints are rate-limited per user, so build any scheduled check with that in mind.
Where this fits in your team inbox
HellouOne is built around a shared team inbox where people and AI agents work the same conversations. Reports tell you how that work is going, and Reporting events tell you why. Together they give you numbers you can explain, which makes it easier to decide where to adjust your AI agents, your schedules or your team's workload.
If your account has reports, ask an administrator to open Settings and look for Reporting events. A good first step is to pick one figure in your latest report that surprised you and follow it down to the events behind it.
