Managing service by feel does not scale
Ask a busy manager how customer service is going and you will usually get an impression. The team seems busy. Yesterday felt slow. One agent looks overloaded. Impressions are not useless, but they cannot tell you whether first responses are getting faster, which channel is growing, or where conversations wait the longest. For that you need reports, and you need them where the work already happens.
Reports in HellouOne gathers the metrics of your account in one place: how many conversations arrive, how long they take to answer and resolve, how each agent, inbox, team and label performs, what your customers think, and, if you have telephony, how your calls are going. It opens from the graph icon in the side menu, and it is a tool for administrators.
Source guide: Reports: how your customer service is doing, Hellou help center (https://help.hellou.ai/hc/hellou/articles/1791218105-informes-como-va-tu-atencion-al-cliente)
The Summary: a photo of right now
The home page of Reports shows the present moment. It lists open conversations, and among them how many are unattended, meaning the customer is waiting for a reply, how many are unassigned, and how many are pending. It shows agent status, how many agents are online, busy or offline. If you have telephony, it also shows the live call center: agents available, on a call or in wrap-up, and the active calls.
Two views make planning easier. The conversation traffic heatmap shows the hours and days when customers write the most, which is exactly the information you need to size shifts honestly instead of guessing. And a per-agent view shows how many open and unattended conversations each person holds, so an overload is visible before it becomes a complaint.
Conversations, in detail
Choose a period, or exact dates, and the Conversations report shows the story of that time, with a day by day graph: conversations created, messages received and sent, first response time, resolution time, number of resolutions, and customer wait time. One switch deserves special attention. The Business Hours toggle calculates times only inside your business hours, so a message that arrives at night does not count as a delay your team caused. That single detail makes the numbers fair, and fair numbers are the ones a team trusts. When you need the data elsewhere, Download generates a CSV.
The same report, cut four ways
Agents, Labels, Inbox and Team are the same report, sliced. Pick an agent, a label, an inbox or a team and you see its metrics for the period. That is how you compare channels without building anything, spot a contact reason that is quietly growing, or check one person's workload with facts instead of hallway talk. A button in the top right downloads the full report for all agents when you need the complete picture.
What customers think, and whether you kept your promises
The CSAT section collects the satisfaction surveys your customers leave when a conversation is resolved: the average score, how many responded, and their comments, filterable by agent, inbox or team. The survey is activated per inbox, so you control where you ask. Sentiment, which reads how customers feel from their messages, has its own report and its own help article.
If your account defines SLAs, maximum times for first response, next response and resolution, the SLA view shows how many conversations met them and which ones missed. That turns a service promise from a slogan into a number you can review every week.
Calls, campaigns, and asking in plain words
With telephony active, Calls summarizes inbound and outbound calls for the period, answered, missed, average duration and per agent, and the Live panel is the call center wall board. The guide points to the calls article for the full detail. Campaigns shows the results of your WhatsApp campaigns: delivered, read, replied and failed, per campaign, so a send is never a mystery.
And there is a shortcut for everything above. All of it can also be answered by LIA, the HellouOne admin assistant, in one sentence. Ask how many conversations you had last week and how long the first response took, or which agent resolved the most this week, and you get the answer without opening a single report.
Use the numbers every week
Reports only help if they become a habit. Open the Summary every morning to see what is waiting. Review Conversations, CSAT and SLA once a week with your team, using business hours so the times are fair. Check the heatmap before you set next month's shifts. That rhythm turns HellouOne Reports from a dashboard you admire into the way you actually run your operation.
Read the full guide: Reports in the Hellou help center (https://help.hellou.ai/hc/hellou/articles/1791218105-informes-como-va-tu-atencion-al-cliente)
