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To access your Groove Reports click on the reports icon in the far left gray bar. 

Inbox Reports

When the reporting dashboard loads, by default you’ll be taken to your Conversation stats for All Mailboxes. Should you need to view your stats by individual mailbox, you can do so from the left navigation menu. 

The Conversation Report is where you see stats about your support volume and the types of conversations you're handling. 

This report contains metrics for:

  • Total new conversations
  • Total resolutions
  • Total customers helped
  • Opened vs. Closed 
  • Average new conversations per day
  • Average resolutions per day
  • Average customers helped per day

As you scroll down the page you can also see your Busiest Times for incoming messages, so you know how to schedule your support team. 

Tag Insights can be used to track your support trends and your Team Leaderboard to get a sense of your team members' individual performance. 

Read more about How the Conversation Reports are Calculated

The Productivity Report is where you can see stats on your overall support performance.

This report contains metrics for:

  • Average first response time
  • Average response time
  • Average resolution time
  • Average number of replies per resolution
  • Percentage of tickets resolved on first reply
  • Percentage of unassigned conversations

Read more about How the Productivity Reports are Calculated.

The Happiness Report is where you can see the details for your Customer Satisfaction Ratings

This report contains metrics for: 

  • CSAT score (percentage of "awesome" ratings)
  • % of customers that left a rating
  • Ratings breakdown by Awesome, Ok, and Bad
  • Recently rated conversations

(Note: the Happiness Reports and related stats will only show for accounts that have the customer satisfaction ratings installed.)

Read more about How the Happiness Reports are Calculated.

The Agent Report is where you can explore your individual agent workload and performance.

On the overview page, you can get a snapshot of how your agents are doing. 

When you click on an individual agent you're taken to the agent overview page. 

This report contains stats for the agent's conversation totals:

  • Assigned Open vs. Closed
  • Total conversations
  • Total resolutions
  • Total customers helped
  • Conversations per day

It also contains stats for the agent's performance and a list of recently rated conversations. 

  • Average first reply time
  • Average reply time
  • Average resolution time
  • Average replies per conversation

Similar to the Agent Report, the Team Report gives you a reporting overview for any teams you have set up in your account. 

Read more about How the Agent and Team Reports are Calculated.

Knowledge Base Reports

When you have a knowledge base installed for your account, this section will appear at the bottom of your reports. 

The Article Insights contains metrics for:

  • Total visits
  • Total visitors
  • Total articles viewed
  • Average time spent on article
  • Percentage of users who performed a search
  • Percentage of users who viewed an article

Scroll down the page to see a list of your most popular articles, your top searches, and a list of failed searches. 

Other important reporting features that are worth noting are Business Hours, Average Calculation Settings, and the Custom Date Picker

Business Hours

When you set business hours for your account, this is applied globally for everyone, and your conversation stats are calculated within the limits of the business hours, rather than a 24 hour clock. 

(Note: Changes to your business hours will only take effect on new data going forward, they will not be applied retroactively to existing data.)

Read more about Setting Your Business Hours.

Average Calculation Settings

This setting allows you to choose how your reporting averages are calculated in Groove -- by Mean, Median, or Percentile. 

Custom Date Picker

Set a custom date range by clicking in the top right corner of the page and choosing your dates from the calendar dropdown.