Agent Console reporting has been redesigned to give you a clearer, faster view of how your support teams perform. Reporting is now split across two places in the platform:
- Analytics — a live, visual experience under Dashboard, with an Overview tab and an Agent Performance tab.
- Reports — the place to generate and download Chat reports as CSV files for auditing, quality review, and offline analysis.
Highlights
- Overview tab with six headline metrics and a percentage trend versus the previous period.
- Agent Performance tab with a Top Performers leaderboard and a detailed per-agent table.
- New metrics: SLA Compliance, Transfer Rate, Resolution Ratio, Transfer Ratio, and a point-in-time Pending Chats count.
- New Conversation Volume Heatmap showing when conversations are assigned across the day and week.
- New Labels reporting — frequency of Tags and Closing Reasons applied to conversations.
- Chat report exports now include Labels, Closing Reason, and Unassigned conversations.
How to find it
- Log in to the Unifonic platform.
- In the left navigation, open Reports and Logs.
- For dashboards, select Dashboard — then open the Products tab and choose Agent Console.
- Use the Overview and Agent Performance sub-tabs to switch between the two views.
- For chat exports, select Reports and generate an Agent Console Logs report