Reports
The built-in reports and headline figures by category, exactly how each figure is calculated, and how to build and export your own report.
Analytics → Reports holds the built-in reports, headline figures with their definitions, and a builder for your own. The definitions matter more than the charts: two people looking at "pipeline value" should mean the same thing, and the tooltips on this page are where that is settled.
Before you start: a role with View reports. The SLA figures only mean something once working hours and SLAs are set.
Choose a view
Tabs across the top: My Reports, Team Performance, Sales, Support, Team, Financial, and Leads. Each shows the figures and built-in reports for that area.
Two controls apply everywhere:
- Date range: 7 days, 30 days, 90 days, 1 year, or Custom.
- Date basis: Created or Activity. It filters SLA metrics and report data by either the record's creation date or its last activity. The headline figures always use created date.
What the figures mean
These are the tooltips, verbatim, because they are the definitions.
| Figure | Definition |
|---|---|
| Pipeline Value | Sum of open opportunity values (excludes both closed-won and closed-lost). Won deals are shown separately as Won Revenue. |
| Won Revenue | Sum of opportunity values with stage 'closed_won' |
| Conversion Rate | Percentage of opportunities that reached 'closed_won' out of all opportunities |
| Lead Conversion | Percentage of leads that reached 'converted' stage out of all leads |
| Sales SLA | Percentage of sales inbox items responded to within the SLA deadline |
| Sales Median Response | Median working-hours time from sales email received to first agent reply (excludes nights/weekends per your configured working hours; median ignores outliers) |
| Unresolved Tickets | Tickets with status: new, open, in progress, pending customer, or escalated |
| Support SLA | Percentage of tickets responded to within the SLA deadline |
| SLA Breaches | Number of tickets that exceeded their SLA deadline in the selected period |
| Support Median Response | Median working-hours time from ticket creation to first agent reply (excludes nights/weekends per your configured working hours; median ignores outliers) |
| Overdue Invoices | Invoices that are past due date and not paid or cancelled |
A dash means there is no data yet for that figure in the range.
The built-in reports
Twenty-one reports cover pipeline by stage and value, deals and revenue by lead source, deals by forecast, tickets by status, priority, type, and module, chat conversations per agent, by status, by channel, and by close reason, accounts by owner and size, tasks by status, invoices and invoice revenue by status, and leads by stage, source, and average score. Each opens as a chart with the underlying rows.
Build your own
Create Report opens the builder:
- A Report Name and a Data Source: Accounts, Contacts, Opportunities, Tickets, Tasks, Activities, Invoices, or Leads.
- Group By a field of that source.
- A Chart Type and an Aggregation: Count, or Sum, Average, Minimum, or Maximum of a Value Field such as deal value, estimated hours, invoice total, or lead score. Sources with no numeric field only support Count.
- Optional Filters, each a field, an operator (
=,!=,>,<,contains), and a value. - Generate Preview to check it, then Save Report.
Saved reports live under My Reports, where each can be viewed, exported as CSV, or deleted.
When it goes wrong
- SLA figures show a dash or look wrong. Working hours or SLAs are not set, or there were no items in the range. Median response excludes nights and weekends by design.
- "Please select a data source and group by field." Both are needed before a preview.
- "No numeric fields for this data source. Use Count instead." Contacts, Tickets, Accounts, and Activities have nothing to sum.
- Pipeline Value seems low. It excludes won deals. Add Won Revenue for the total.