01 — The metrics that show up in almost every report
Most reports in Chatwoot, whether looking at the whole account or split by agent, inbox, team, or label, are built from the same underlying set of numbers. Learn what they mean once, and every other report is just the same numbers sliced a different way.
Two figures are easy to confuse: average first response time and average reply time. First response time is a single value per conversation. Average reply time is the average across every exchange in every conversation, which reflects responsiveness across the whole conversation rather than just how it opened.
- Conversations created in the period
- Incoming messages from customers, and outgoing messages from the team
- Average first response time, from a customer first message to the team first reply
- Average resolution time, from a conversation being created to reaching resolved
- Resolutions count, the number of conversations that reached resolved in the period
- Average reply time across the whole conversation, not just the opening exchange
02 — The real-time overview, and the heatmap that shows when to staff up
Of every report available, only the Overview report is genuinely real-time — there is no date range to pick, because it always shows the current state: open, unattended, and unassigned counts, the split of agents online versus busy or offline, and two heatmaps showing when new conversations arrive during the week and when conversations get resolved.
The most useful way to use it is to leave it running on a screen in the team room, and use the heatmap to plan shifts around when work actually arrives. If Tuesday afternoon is consistently the busiest slot and Friday morning is quiet, that is where staffing planning should start.
03 — Reports by agent, inbox, team, and label — read each in its own context
These four reports use the same underlying metrics, just scoped narrower. The inbox report shows which channel is falling behind the others. The team report earns its keep when different teams handle different kinds of conversation and a single company-wide average hides the real picture. The label report reveals which category of conversation takes the longest, but only holds up if the team has been tagging consistently.
The agent report deserves the most caution. It measures output weighted by workload, not effort. An agent handling complex enterprise tickets will look "slower" than one handling a stack of simple password resets. Read these numbers alongside CSAT and the context of the work, never as a standalone score.
04 — CSAT and SLA reports: what volume metrics cannot tell you
A CSAT survey goes out to the customer as a five-star rating once a conversation is resolved, if enabled on that inbox. The report shows total responses received, the satisfaction score as the share of four- and five-star ratings, the response rate, and the full rating distribution. Filtering by agent, inbox, team, or a specific score makes it easy to pull up every low rating directly.
The SLA report shows the hit rate, the breach count, and a per-conversation table with status. What matters more than the headline number is going after the why: sort by the oldest breaches first and read the top ten — a pattern usually shows up quickly, whether it is one agent, one inbox, or one time slot.
Accounts running AI or a chatbot also get a separate bot report, showing how many conversations the bot resolved on its own versus handed over to a human. The right ratio depends on strategy — some teams want the bot resolving as much as possible, others just want it screening before handoff. Decide the target before judging the number.
