Reporting & Analytics

ChannelX turns the everyday work of your support team into measurable data. The reporting suite helps you answer the questions that matter most: How quickly are agents responding? Are customers satisfied? Are you keeping the promises in your service agreements? How much work is your bot handling on its own?

This section walks through each report ChannelX provides, what its metrics mean, and how to read them so the numbers actually drive better decisions.

Why reporting matters

Raw conversation counts rarely tell the whole story. The value comes from trends, comparisons, and context. A response time that looks high might be perfectly acceptable once you account for business hours, and a dip in satisfaction may trace back to a single inbox or a delivery problem outside your team's control. Read the reports together, not in isolation.

Reports in this section

1. Overview & realtime monitoring — a live picture of open conversations, agent availability, and traffic patterns.
2. Conversation, agent, label, inbox & team reports — the core trend reports and the metrics they share.
3. CSAT reports — how to interpret customer satisfaction survey results.
4. SLA reports — track compliance with your service level agreements.
5. Bot reports — measure how effectively automation resolves conversations on its own.

Most reports let you filter by date range, agent, team, inbox, and label, and many can be adjusted for business hours. Combine these filters to drill into the exact slice of activity you care about.