# Reports

Reports show how support work is moving through EasyDesk. Use them to understand volume, speed, workload, and outcomes.

Reports are most useful when your team has clean inboxes, consistent labels, and clear resolution habits. If those inputs are messy, fix the workflow before relying on the charts.

## Core Metrics

Track these first:

* Conversation volume
* First response time
* Resolution time
* Resolution count
* Agent activity
* Inbox performance
* SLA hit rate, when SLA is enabled

Do not optimize one metric in isolation. A lower first response time is useful only if customers still receive complete answers.

## Filters

Use date range, inbox, team, agent, label, and business-hours filters to answer specific questions. For example:

* Which inbox is creating the most work?
* Which agents need help with backlog?
* Are VIP conversations resolved faster?
* Did a new macro reduce handling time?

## Operating Review

Run a weekly support review:

1. Check volume by inbox.
2. Review first response and resolution trends.
3. Look at missed SLAs.
4. Identify labels or categories increasing in volume.
5. Pick one process improvement for the next week.

## Exporting

Export reports when leadership, finance, or operations needs offline analysis. Keep the live EasyDesk reports as the daily operating view.

## Common Pitfalls

Reports can mislead when agents leave conversations open, use labels inconsistently, or handle work outside EasyDesk. Keep the workflow inside EasyDesk whenever possible so the data reflects reality.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://developers.easydesk.live/feature-guides/reports.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.