Reporting
Published Updated
How to run a weekly conversation review
A report is useful when it informs a decision: staffing a shift, addressing delays or updating a common answer. Isolated numbers without scope and context can lead to incorrect conclusions about the team or service.
Start with a question and scope
Choose a question such as why replies are delayed on a particular channel. Set period, time zone, inbox and team using available filters.
Keep those choices consistent for comparison and account for changes in staffing, working hours and enquiry types.
Read the metric definition
Distinguish first response from subsequent replies and review resolution and reopening definitions in the report. Two metrics displaying time are not necessarily comparable.
For CSAT, record rating count beside the percentage and read comments. A missing rating is not a negative rating.
Inspect a sample that explains the number
Review delayed, resolved and low-rated conversations within the same scope. Look for causes such as missing information, unclear handoff or an integration dependency.
Use the sample to understand causes without exposing customer details in reports beyond the team’s access.
Agree on an action and review date
Choose a limited improvement: change work distribution, update a canned reply or add a handoff path. Name an owner and a review time.
When exporting CSV from a supported report, keep the period and filters with the file so its figures remain interpretable.
Apply these steps in your account
Create a Message Pro account and start with the workspace, then use the Help Center for setup steps.