Six pre-built reports: Conversations, Responsiveness, Team performance, Customer satisfaction, AI agent, and Tags & topics. Each combines KPIs, trends, and breakdowns, and you can rearrange or extend any of them — your layout is saved to your account.

Yes. Pick from a catalog of 33 widgets across Support, Team, AI, CSAT, and Knowledge base, then drag and resize them on a free grid. Every widget can be renamed, switched to a different chart type, or pinned to its own timeframe — and changes save automatically.

Most metrics refresh automatically within about five minutes, and dashboards are precomputed in the background so pages load instantly. Live operational metrics — like current backlog and who's online — update roughly every 30 seconds.

CSAT comes from real in-conversation ratings: customers rate replies as helpful or unhelpful, and Respondo aggregates those into a score, a distribution, a trend, and breakdowns by teammate, channel, and tag. No separate survey setup is required.

The AI agent report tracks containment (conversations resolved with no human involved), escalation rate, and the bot-vs-human split over time. It also surfaces knowledge gaps — clustered questions your AI couldn't answer, ranked by frequency — and lets you resolve a gap into a ready answer in one click.

Yes. Every report has a filter bar with timeframe presets (Today through quarter-to-date), all eight channels (chat widget, email, WhatsApp, Telegram, Instagram, SMS, Zendesk, Intercom), and individual teammates. Filters apply to every widget on the page at once.