The Conversation Report provides a complete overview of your support performance over a selected time period. It allows you to track key metrics such as message volume, first response time, average resolution time, and more — all essential for evaluating the efficiency of your operation.
Available Metrics
Conversations Created
Shows the number of new conversations started during the selected period.
Note: If a conversation is reopened, it will not be counted again. The report only includes conversations created during the selected timeframe.
Messages Received
Total number of incoming messages across all connected channels during the selected period.
Messages Sent
Total number of outgoing messages sent from your account, including automatic responses (bots) and agent replies.
First Response Time (FRT)
The average time agents take to send the first human response after a conversation is opened.
The calculation considers the time between the last non-human action (such as conversation start or auto-reply) and the first message from an agent.
Resolution Time
The average time between the conversation’s creation and its resolution.
Reopened conversations are not counted as new ones — so if a conversation is reopened and resolved later, the total resolution time will be longer.
Conversations Resolved
Number of conversations marked as resolved within the selected period.
Customer Wait Time
Average time the customer waited for a response for each message they sent.
This metric is similar to FRT but calculated across all replies, not just the first one. A higher number indicates longer wait times for customers.
Additional Report Views
You can also access more segmented reports from the Reports section in the side menu. These allow filtering by agent, team, tag, and inbox:
Agent Report
Analyze the performance of each individual agent. Identify bottlenecks and opportunities for improvement.
Tag Report
Useful to understand the types of conversations received and measure productivity across categories. This helps reveal knowledge gaps or topics that should be added to your Help Center or bot flows.
Inbox Report
Review performance by channel (such as website, WhatsApp, or email) and better understand conversation distribution and resolution rates.
Team Report
Track the performance of specific groups, spot trends, and identify areas for improvement across different support teams.
With Akece’s conversation reports, you gain reliable insights to make informed decisions, improve service quality, and deliver increasingly efficient experiences to your customers.
Need help interpreting the data or setting up custom reports?
Get in touch with our team:
📩 [email protected] | 📱 @akece.ai
Also check out the Customer Satisfaction Reports to understand the impact of your support on the customer experience.