Reports
Reports is read-only. It never changes data in other modules. Owners, Admins and Managers see it; Agents see only their own numbers. There is no custom dashboard builder on purpose: the nine dashboards cover support operations, raw data is exportable, and BI tools connect to a dataset API.
Dashboards
Section titled “Dashboards”| Dashboard | What it shows |
|---|---|
| Overview | Conversations, CSAT, response time, SLA; conversations per day by channel; top agents; channel split; who is online now |
| Chats | Volume by day and channel, an hour-of-week heatmap, response time trend, a drill-down of the latest conversations |
| Agents | Per agent: conversations, resolved, response time, CSAT, online hours; an individual agent report |
| Teams | Per team: agents, conversations, response time, CSAT, share within SLA |
| CSAT | Average score, response rate, negative share, distribution, every rating with a reply to negative link |
| Tickets | Totals, open, resolved, SLA breaches, resolution time; by priority, team and status |
| AI | Conversations handled by AI, resolved by AI, escalated, AI response time, AI CSAT, escalation reasons (shown when an adapter is connected) |
| Marketing | Campaigns sent, delivered, open rate, click rate, conversions |
| Phone | Calls, answer rate, talk time, queue wait, volume by hour and queue, per agent |
Filters
Section titled “Filters”Period (today, yesterday, 7 days, month, quarter, custom), sites, agent, team, inbox, channel. Filters persist across dashboards. Compare with previous period adds a delta to every card. The heatmap follows the viewer’s time zone.
Metric definitions
Section titled “Metric definitions”- CSAT: the share of satisfied customers. Every rating is converted to a 0-100 score whatever scale the survey uses; a score of 75 or more counts as satisfied. The average rating is shown next to it.
- First response time: first agent reply minus first customer message.
- Average reply time: mean over all agent replies.
- Resolution time: resolved minus created.
- Queue wait: phone - connected minus enqueued; inbox - assigned minus created.
- Conversion rates: widget engagement, chat to lead, campaign click, callback form.
Exports
Section titled “Exports”Every dashboard exports the current view as CSV (limited to 5 per hour per account). Scheduled reports (Owner, Admin) e-mail a PDF and CSV daily, weekly, monthly or on a cron expression to any recipients, including people outside RolChat; Agents can subscribe to a personal digest and Managers to a team digest. Deliveries are logged and retried three times.
BI datasets
Section titled “BI datasets”Enterprise plans get a read-only dataset API for Tableau, Metabase, Looker, Power BI, Google Data Studio and Python or R: conversations, tickets, agents, calls, csat_responses, campaign_sends, visitor_sessions. Cursor pagination, the caller’s role scope, at most 90 days per request. Rate limits per plan: 60, 300 or 1 000 requests per minute; Enterprise custom.