Analytics & Reports Overview
Understand every report available in AxoDesk — team performance, CSAT, conversation metrics, and custom dashboards.
Step-by-Step Guide
Navigate to Reports
Click Reports in the left sidebar. The overview page shows high-level KPIs for the selected date range: total conversations, resolved, avg first-response time, CSAT score.
Screenshot: Reports overview dashboard with KPI cards
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Conversation Reports
Shows: conversation volume over time, channel breakdown, incoming vs outgoing ratio, resolution rate, and average handling time. Filter by channel, team, or agent.
Screenshot: Conversation report with line chart and breakdown panels
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Team & Agent Performance
Per-agent metrics: conversations handled, avg first-response time, avg resolution time, CSAT received, and messages sent. Sort and export to CSV.
Screenshot: Agent performance table sorted by CSAT score
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CSAT Reports
Customer Satisfaction scores sent automatically after resolution (if enabled). View: average CSAT, response rate, score distribution, and verbatim comments. Filter by agent, team, channel, or date.
Tip: Monitor your own CSAT baseline and test a personalised survey message to improve response rates.
Custom Dashboards
Combine any available metrics into a custom dashboard. Go to Reports → Dashboards → New Dashboard. Add widgets: line chart, bar chart, pie chart, metric card, or table.
Screenshot: Custom dashboard builder with widget library open
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Schedule & Export Reports
Any report can be exported as CSV instantly. Scheduled reports can be sent via email (daily, weekly, monthly) to any email address — useful for stakeholder reporting.
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