Reports#

The Reports section of Novaza Desk gives support managers the visibility they need to monitor workload, measure quality, and justify staffing decisions. All reports accept date range filters and can be exported as CSV.

Overview Dashboard#

Desk → Reports → Overview shows the live state of the support operation:

Conversations received, resolved, and currently open
First response time and resolution time (median and average)
CSAT score
Agent availability heatmap

Conversation Report#

Detailed conversation volume broken down by hour, day, or week. Useful for identifying peak periods and adjusting staffing schedules. Incoming and resolved counts are overlaid to reveal backlog growth.

Agent Report#

Per-agent performance metrics:

Conversations handled
Average first response and resolution time
CSAT score received
Online hours

This report underpins performance reviews and workload balancing.

Label Report#

Aggregates conversation volume, response time, and resolution time by applied label. Surfaces which issue categories are growing, which are resolved fastest, and which drive the most dissatisfaction.

Inbox Report#

Per-channel performance metrics — useful when your team handles multiple inboxes (website widget vs. email vs. API) with different SLA expectations.

Team Report#

Team-level aggregates of all the above. Enables side-by-side comparison across teams.

CSAT Report#

Customer Satisfaction scores collected from post-resolution surveys, with trend over time, per-agent breakdown, and verbatim customer comments.

Exports and Scheduled Reports#

Any report view can be exported to CSV for offline analysis. Scheduled email delivery of weekly or monthly reports can be configured per report, sending the latest snapshot to a distribution list.