Four charts, one table, every record behind them
Message volume, median first response, average response and average resolution on any range. One row per agent with availability, calls, chats, tickets, leads, follow-ups and quality. Click any number and the records that made it are listed, each with its own CSV.
Per hour or per day ✦ Bands you can hide ✦ CSV with a totals row
Message volume inbound · outbound
First response time median · 0 s
Average response time mean · 0 s
Average resolution time per day · 0 h
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BBingo Hotels
Bands for everything a person does in a day
Availability, calls, chats, tickets, leads, follow-ups and quality, each a band of columns you can hide or show, remembered in your browser. Bands your organisation has never produced stay out of the way. Hours come from voice presence where an agent has a calling extension and from chat availability otherwise, and the footnote says which.
- Today, yesterday or up to seven days, filtered to one team, loaded in one request and cached briefly.
- Live snapshots for open chats, awaiting reply and overdue follow-ups describe right now.
- Declined calls explained. How the call ended, how many times it rang the agent and who answered instead.
Numbers you can trust because you can open them
Open the records behind any cell
Calls with time, direction and department, chats, messages, tickets, leads, follow-ups, survey responses or presence intervals, each linking to the record.
Download in the order you see
The table exports as CSV in the visible column order with a totals row; every detail view has its own CSV. UTF-8 with a BOM, so Excel opens it cleanly.
Show people their own numbers
An agent without admin rights sees only their row and their own availability history. Admins and account owners see every member.
Status changes, turned into hours
The Availability tab computes durations from the gaps between each agent's status changes: total time available and unavailable, the availability rate, a horizontal bar per break label such as Lunch or Meeting, a stacked bar per agent sorted by unavailable time, and a per-agent table with each break and its duration. The report is only as complete as the history, so an agent who never changes status has nothing to show yet.
- Break labels come from Break types, recorded at the time the break was taken.
- Admins see the organisation; agents see only their own numbers.
By break label
Available · unavailable by agent
Ready to see what each person actually did today?
Connect a channel and the Agents table fills with your own conversations, calls and tickets.
Questions, answered
Message volume as inbound against outbound per hour or day, median first response time, average response time across every guest-to-agent gap, and average resolution time from chat open to closure. Each uses the date range you pick: 24 hours, 7, 30 or 90 days, or a custom window.
Per team member, for today, yesterday or up to seven days: hours online and breaks by type, unreachable time and occupancy for voice, calls handled, missed direct and via a department queue, declined, talk time and speed to answer, chats responded, assigned, resolved and average resolution, messages sent, tickets assigned and resolved, lead dials, connects and outcomes, follow-ups due, completed and overdue, and CSAT and NPS from surveys attributed to the agent.
A detail view lists the exact records behind it: the calls with time, direction, number and department, the chats, messages, tickets, leads, follow-ups, survey responses or presence intervals, each linking to the record, with its own CSV download. The table itself downloads as CSV in the visible column order with a totals row.
The Availability tab turns each agent's status history into durations over the range: total available and unavailable time, the availability rate, a bar per break label, a stacked bar per agent sorted by unavailable time, and a per-agent detail table. Admins see the whole team; an agent sees their own numbers.