TrackChat provides a permission-controlled Reports workspace for reviewing communication activity and conversation performance.
The report aggregates TrackChat Conversations and Messages into operational metrics and visual breakdowns.
The Reports controller requires TrackChat viewing permission.
If Reports is not available to your account, continue using the TrackChat functions presented to your authenticated user rather than attempting to open a restricted reporting route.
The TrackChat report supports three confirmed reporting periods:
The default reporting window is 30 days when another supported period has not been selected.
The report calculates the number of TrackChat Conversations created within the selected reporting period.
Use Total Conversations to understand overall conversation volume, but combine it with message and status information before drawing conclusions about workload or performance.
The report separately counts Conversations whose status is Resolved.
A higher resolved count indicates more Conversations have reached that stored resolution state during the selected period. Review Conversation status practices when the result does not match the team's actual workflow.
TrackChat calculates an average resolution time for resolved Conversations using the elapsed time between the Conversation's creation and its recorded update associated with resolution.
Use this as an operational trend rather than assuming every Conversation should take the same amount of time to resolve.
The report counts inbound Messages for the selected period while excluding internal note records from the message total.
Inbound volume helps indicate how much external communication is reaching the TrackChat environment.
The report also counts outbound Messages while excluding internal notes.
Compare outbound and inbound activity to understand the overall direction of communication during the selected period.
The report builds a daily activity series containing:
Use the daily view to identify peaks, quiet periods, or changes in communication volume.
TrackChat Reports include a breakdown by communication channel.
Use this view to understand which supported communication sources are producing the most activity during the reporting period.
Channel activity should be interpreted in context. A high-volume source is not automatically the highest-value or most successful source.
The reporting controller also calculates per-agent information.
Use the agent view to understand how Conversations are distributed across staff activity in TrackChat.
Do not evaluate staff performance from one number alone. Review assignment practices, conversation complexity, status accuracy, volume, and the selected reporting period.
The report provides a breakdown of Conversations by their stored status.
Use this to understand how much work remains in each operational conversation state.
If the breakdown appears unrealistic, review whether staff are keeping Conversation statuses current in the Inbox.
To understand trends:
TrackChat Reports summarize Conversations and Messages already stored in the module.
If a report appears incorrect, inspect the underlying Conversation records, message history, status, assignment, and dates before assuming the reporting interface itself is wrong.