The report tabs, business hours and exporting CSV
What each report tab shows, how to filter, how business hours change the times, and how to download a CSV.
Updated 3 min read
Every tab in Reports shares one row of filters. Change a filter and it stays set as you move between tabs.
The filters
Date range: Last 7 days, Last 30 days (the default), Last 90 days, This month, Last month or Custom. A custom range can cover up to 13 months.
Inbox: one inbox, or All inboxes.
Team: one team. Owners, admins and team leads only.
Tag: conversations that carry one tag. Owners, admins and team leads only.
Member: one person's work. Owners, admins and team leads only.
Count time in: Business hours or Calendar time. This appears once business hours are set. Until then, owners and admins see a Set business hours link and times are in calendar hours.
Export CSV downloads what the tab shows. See below.
A tab that cannot be split by one of your filters says so and leaves that filter out. For example, Statuses cannot be split by tag or member. A tag and a member together work for ranges up to 92 days.
The tabs
Tab | What it shows |
|---|---|
Overview | New, resolved, first response and open now, with a chart of new and resolved conversations and the backlog at the end of each day. |
Conversations | New conversations, messages received, replies sent, resolutions, reopen rate and replies to resolve. Tables by inbox and by tag. |
Responsiveness | First response and resolution times, how many replies came within an hour, 1 to 4 hours, 4 to 24 hours or over a day, and conversations still waiting for a first reply. |
Team | One row per member: assigned, replies, resolved, first response, time from assigned to resolved, and open now. Search by name or email. |
Statuses | How long conversations stay in each status, how many are in each now, moves from one status to another, and the backlog. |
Members see only Overview and Responsiveness, for their own work. See What Reports shows, and who sees what.
Each chart has Show table to see the same numbers as a table.
Business hours
Business hours tell Reports when your team is working. With them set, a message that arrives on Friday evening and is answered on Monday morning counts only the working hours in between.
Owners and admins set them in Settings › Business hours. See Set up statuses, tags and business hours.
Once they are set, switch Count time in between Business hours and Calendar time at any time. Saving new hours recalculates all past reports with them.
Export CSV
Open the tab you want and set the filters.
Select Export CSV. If the tab has more than one table, choose which.
The button says Preparing CSV while the file is made, then the file downloads.
Tab | Files you can export |
|---|---|
Overview | Daily numbers |
Conversations | Daily numbers, By inbox, By tag |
Responsiveness | Daily numbers |
Team | Members |
Statuses | Statuses, Status moves, Backlog |
The CSV holds totals, the same numbers the tab shows. It does not list individual conversations. The file name includes the dates it covers.
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