Reports in Responso

In Responso, you can monitor your team’s performance and gather statistics from all incoming messages and tickets using the Reports module.

To access reports, navigate to the Reports section in the left-side panel.

For all reports, you can specify the time range. By default, reports show data from the last week. To change this range, click the date button in the top-right corner and choose one of the predefined ranges or set a custom date range.

Available Reports

Dashboard

The Dashboard provides an overview of message statistics from all sources, including:

1. Summary Section – Total number of tickets, average first response time, and average overall response time (considering all replies in the conversation).

2. Tickets and Messages Chart – Displays incoming and outgoing messages over the selected period in addition to the summary figures.

3. Ticket Distribution Charts – Show ticket breakdown by source (integrations) and by mailbox (specific accounts under each integration).

All charts in this section can be exported. To do so, click the icon in the top-right corner of the chart and select the desired file format. You can also print or view the chart in full screen.

Agents

By selecting the Agents tab from the left-hand menu, you can see reports on your employees' performance. This includes the number of messages sent by each agent, the number of tickets assigned to them, and their average first and overall response times. You can sort the list by any parameter by clicking the arrows next to the corresponding column.

You can copy the agent performance report or export it to your computer. Before doing so, you can select which information you want to include in the report by clicking the options icon (last icon), where you can toggle specific fields on or off.

To ensure response times are more accurate, set the agents' working hours in their profiles. This way, response times are calculated only within their working hours. Learn more about this here.

Reports by Day

If you want to know when your customers are sending the most messages and when your employees are busiest, select Reports by Day from the left-hand menu. This section provides two charts:

• New tickets by time of day.

• Sent messages by agent and day.

All charts in this section can be exported. To do so, click the icon in the top-right corner of the chart and choose the file format.

Products (Tickets)

If you want to know which products generate the most inquiries, select Products (Tickets) from the menu. You'll see a list of products along with the number of tickets associated with each (both numerically and as a percentage). You can sort the list in ascending or descending order. At the end of each row, there is a button that takes you to the list of tickets related to that specific product.

Products (Returns)

The Products (Returns) report works similarly to the product tickets report but focuses only on return-related tickets. This report helps you track which products are generating the most returns, providing valuable insights into product performance and potential issues.