Conversation Reports

The Conversations header includes shortcut buttons to supervisor reports. Each report replaces the table until you close it.

Who Can See Them

Analytics, Bot Analytics, Agent Workload, and Agent Activity are available to most agent-facing roles.

They are hidden for:

• support
• supervisor_teacher

Those roles still see the Conversations table and filters.

Report Buttons

On wide screens the buttons show icon + label. On mobile you may see icons only — hover or tap for the full name.

Button	Opens
Analytics	Conversation Analytics — volume, agent performance, patterns, bot comparison
Bot Analytics	Bot Analytics — flow performance, bot vs agent, automatic assignment stats
Agent Workload	Agent Workload — who is online, conversation load per agent
Agent Activity	Agent Activity Report — detailed activity timelines per agent

Only one report view is active at a time. Opening a new report closes the previous one.

Using a Report

1. From Conversations, click the report you need.
2. The table is replaced by the report panel.
3. Use in-report date ranges or filters where offered (for example Today, Last 7 Days).
4. Click Close (top right of the report) to return to the conversation table.

Agent Workload also has Refresh to reload live agent data.

Conversations Reports vs Sidebar Analytics

Sidebar Analytics (/analytics) is the full analytics hub (chapter 14, planned) with multiple tabs for the whole workspace.

The Conversations shortcuts are a fast path while you are already monitoring the ops table — useful for supervisors checking workload during queue triage.

	Conversations header	Sidebar Analytics
Entry	Same page as the table	Dedicated /analytics section
Scope	Four focused reports	Broader system overview and health
Typical user	Supervisor on live ops	Admins reviewing trends

Related Articles

• Conversations Table (5.1)
• Your Availability (2.4) — agent online status affects workload views
• Sidebar Analytics (chapter 14, planned)