Most support teams know roughly how they are doing. Few can say it in numbers, and fewer still can say it by agent, by channel and by hour of the day. That is what the Reports section of HellouOne is for. It gathers everything your account measures in one place: how many conversations arrive, how long they take to answer and resolve, how each agent, inbox, team and label performs, what customers think, and, if you have telephony, how the calls are going. It opens from the chart icon in the side menu and it is for administrators. Here is what you will find and what each report is good for.
Summary: the picture right now
The landing page is a snapshot of this moment, not of a period:
Open conversations: how many are open, how many are unattended (the customer is waiting for a reply), how many are unassigned and how many are pending.
Agent status: how many agents are online, busy or offline.
Live call center, with telephony only: agents available, on a call or wrapping up, and the active calls.
Conversation traffic: a heat map of the hours and days when people write to you most, which is the fastest way to size shifts.
Conversations by agent: how many each person has open and unattended.
Conversations: the numbers over a period
Choose a period, or exact dates, and you get day-by-day charts of conversations created, messages received and sent, first response time, resolution time, number of resolutions and customer waiting time. One switch deserves attention: Business hours computes the times only inside your opening hours, so a message that arrives at night does not count as a delay. Turn it on before you compare weeks, or your night-time traffic will make a good team look slow. Download produces the CSV.
By agent, label, inbox and team
These four are the same report, cut down: pick an agent, a label, an inbox or a team and you see its metrics for the period. They are the reports that answer practical questions. Which channel is slowest to answer? Which contact reason, by label, is growing month over month? Is one person carrying more than their share? The button at the top right downloads the full report for all agents.
What customers think: CSAT and sentiment
Satisfaction surveys collect the ratings customers leave when a conversation is resolved: average score, how many answered and their comments, filterable by agent, inbox or team. The survey is enabled per inbox, so you can start with one channel. Sentiment is a different signal: how customers feel, read automatically from their messages, with no survey involved. It has its own report and its own help article, and it tends to catch the unhappy customers who never fill in a survey.
SLA, calls and campaigns
If your account defines SLAs, maximum times for first response, next response and resolution, the SLA report shows how many conversations met them and which ones missed. With telephony active, Calls summarises inbound and outbound calls for the period (answered, missed, average duration, per agent) and Live panel is the wall display for the call center. Campaigns shows the result of your WhatsApp campaigns: delivered, read, replied and failed, per campaign.
How to use it in HellouOne
Reports are part of every HellouOne account; the call reports need a plan with telephony and sentiment needs the AI classifications in your plan. A weekly routine that works: Monday, open Conversations with Business hours on and compare first response time with the previous week; look at the traffic heat map and move one shift if a hot hour is uncovered; open the Labels report and check which contact reason grew, because that is usually a product or process problem, not a support problem. Then check CSAT comments, which are the shortest route to the one thing to fix this week. And everything you see here, LIA can answer in a sentence: ask her how many conversations you had last week and how long you took to reply, or which agent resolved the most, and she reads the same data without you opening a single report.
Learn more in the help center: Reports: how your customer service is going, Calls: history and live panel and Sentiment: how your conversations end.
