Reports

/dashboard/reports — single-round-trip reports panel.

Overview tab

• Conversation funnel — OPEN → PENDING → RESOLVED → CLOSED counts per day
• First-response time — median across the date range
• Resolution time — median time from open → resolved
• Volume by channel — pie chart, where conversations are coming from
• Agent leaderboard — replies sent, resolved, average response
• Booking conversion — flows started → bookings confirmed

Filters

• Date range — last 7 / 30 / 90 days or custom
• Channel — restrict to one provider
• Tag — restrict to a contact segment
• Agent — restrict to one agent’s work

Permissions

• chat.view_reports permission required (AGENCY_ADMIN + AGENCY_USER by default; CLIENT_USER opt-in)

Window cap

Max query window: 366 days. Wider queries fail fast — protects against accidental “give me 5 years” queries that would scan the whole table.

Exports

The CSV export button next to each chart respects the same date range + filters. Permission: chat.export_data.