Social Intents provides four report types plus a real-time dashboard to help you monitor chat activity, measure agent performance, and track customer satisfaction. Reports are available to users with the Admin role.
Painel de controle
The Dashboard is your real-time overview of chat activity. It displays at a glance:
| Metric | Description |
|---|---|
| Chats in Queue | Visitors currently waiting for an agent |
| Active Chats | Conversations in progress right now |
| Closed / Answered | Total answered chats with answer rate percentage |
| Missed Chats | Chats where no agent responded, with miss rate percentage |
Below the real-time cards, the dashboard shows aggregate stats for your selected date range:
- Total Chats
- Tempo médio de resposta
- Average Chat Duration
- Average Chats per Agent
- Active Agents
- Longest Wait
- Longest Chat
- Mensagens offline
A chart shows chat volume by day (or by hour), so you can spot trends and peak times.
Report Types
Under the Reports menu, you will find four report pages:
| Report | What It Shows |
|---|---|
| Chat Report | Individual chat details - visitor info, agent, status, response time, duration, and full transcripts |
| Agent Activity | Per-agent performance - total chats, response time, duration, chats per day |
| Feedback | Customer ratings and feedback comments |
| Actions Report | All conversion types - live chat, email subscribers, feedback, and social actions |
There is also a separate History page accessible from the sidebar, which provides the most detailed chat transcript viewer.
Filtering
All reports support filtering by:
- Widget - View data for a specific widget or all widgets
- Date range - Preset ranges (Today, Yesterday, Last Week, Last 30 Days, This Month) or custom dates
- Action type - Filter by conversion type (Live Chat, Email Subscribers, Feedback, etc.) in the Actions Report
Exporting
Every report includes an Export as CSV button. Exported CSV files include all visible columns plus additional detail fields like full chat transcripts, custom pre-chat fields, visitor metadata, and timing data. See Exporting Reports and Lead Data for details.
Sending Data to External Systems
Beyond manual CSV exports, you can automatically send chat data and transcripts to external systems:
- Webhooks - Automatically POST chat data (including full transcripts) to any URL when a chat completes, an offline message is received, or a new lead is created. See Webhooks.
- Zapier - Connect to 5,000+ apps using the same webhook infrastructure. Trigger Zaps on chat completion to send transcripts and visitor data to your CRM, email tools, spreadsheets, or databases. See Zapier.
- Custom API Actions - Use AI Actions to send chat data to any external API during or after a conversation. Custom API actions support HTTP methods (GET, POST, PUT, PATCH, DELETE), custom headers, and template placeholders for visitor data and transcripts. See REST API.
Who Can Access Reports
Reports are visible to users with the Admin role. Agents and Managers do not see the Reports menu. See Understanding Roles for more about role permissions.