# Report

* By clicking on the Overview report, you will see 3 column indexes.

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FwG19xmVAqepIbH4cNyTl%2Fimage.png?alt=media&#x26;token=21bd521b-302b-44d8-bd43-b20428b91b0d" alt=""><figcaption></figcaption></figure>

* Conversation:&#x20;
  * Resolved conversations: show the conversation has been solved (closed and solved status) in your workspace. If the conversation has the amount of tickets, it will only count as one.&#x20;
  * In-progress conversations: show the conversation has been unsolved and in progress. (open, in progress). If the conversation has the amount of tickets, it will only count as one.&#x20;
* Tickets:
  * Resolved ticket: show the ticket has been solved (close and solved status) in your workspace. Example: If the conversation has 4 tickets, it will count as 4.&#x20;
  * In-progress tickets: show the ticket has been unsolved and in progress. (open, in progress). If the conversation has&#x20;
  * &#x20;In queue tickets: show the ticket has been waiting in the queue need to be solved/resolved/closed
* Agents:
  * Customers in queue: show that customers has been waiting in the queue.
  * First response time: it will be counted when live agent start replying.
  * Average wait time: show that the average time that the customer has to be waited in specific time.
  * Quit rate: show that the customer are no longer available in the conversation.
  * New member: show that the amout of member was added in the specific time.&#x20;

## CSAT REPORT

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FYw4HjuNSJLkVmWJaeEka%2Fimage.png?alt=media&#x26;token=3c611507-a951-43e0-b4b2-72bb2f67876a" alt=""><figcaption></figcaption></figure>

* This CSAT Report will let you tracking the performance of your team, classify the conversation to each team (see how to create the team at [team](https://documents.cxgenie.ai/help-desk/team "mention")).
* There are ... section:

### The filter

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2Fi3dKscuFRYQULpXVEb9q%2Fimage.png?alt=media&#x26;token=fac4dd02-4577-4d5b-925f-f828d99a3443" alt=""><figcaption></figcaption></figure>

* This filter will let to choose the specific time or index to show the details of customer satisfication.

### The status of agents

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FtnPdjWWEVT3JYhTmw1yw%2Fimage.png?alt=media&#x26;token=491ec143-55b3-4b48-a29f-a07fb8d2ebd8" alt=""><figcaption></figcaption></figure>

* This field will let you manage the status of the agent which is online/offline. The unavaiable will be show if they are busy or not in the workspace.

### The index

<figure><img src="https://3928771814-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcrYvzbvjeUPqcy0srNQ9%2Fuploads%2FNjfYDjiAGXXTORaDCYq2%2Fimage.png?alt=media&#x26;token=ad04e4ba-1765-4fb2-89df-77eaa585018d" alt=""><figcaption></figcaption></figure>

* In the Satisfaction average field: the percent of Satisfaction or Dissatisfaction will show based on: Satisfaction will be recorded if the customer vote 5\*,4\* and 3\*. The rest will be recorded as Dissatisfaction. (see how to create the feedback [collect-feedback](https://documents.cxgenie.ai/bots/workflow/workflow-components-1/collect-feedback "mention")).
* Satisfaction average by time: will be show the details of the specific time (weekly, monthly).
* Satisfaction average by requirements: when create the tag or category, it will read as the requirements.
* Customer responds: show the detail of each customer that leaves the feedback.&#x20;