Text reports overview gives you a starting dashboard for chat, ticket, and AI agent performance, plus dedicated report categories — Leads, Cases, Sales, and Team performance — for a closer look at any part of your operation.
Whether you're just getting started or running a large support team, these reports help you track volume, speed, and satisfaction so you can spot problems and improve your support strategy.
What are Text reports?
Text reports are the built-in analytics dashboards inside Text that turn your raw chat, ticket, and AI agent activity into metrics you can act on. They're organized into an Overview dashboard, dedicated AI Agent and Metrics breakdown views, and report categories — Leads, Cases, Sales, and Team performance — for a closer look at any part of your operation.
Overview dashboard
Reports open on the Overview dashboard — a landing page of grouped KPI tiles (Top featured, AI agent, Chats, and Tickets) with trend and target indicators, so you can see where things stand before drilling into a specific category below.
Chat topics
The Chat topics report uses AI to cluster your chats by topic, so you can discover the most-discussed topics. It shows a top-topics list, a full breakdown table, and a drill-down panel for any topic you want to look at more closely.
Visitor funnel
The Visitor funnel report visualizes how visitors move from first contact to lead to sale as a Sankey-style conversion chart, alongside summary KPI cards and a panel of recommended actions to improve conversion at each stage.
AI Agent performance
This page shows KPI tiles for AI Agent sales, AI Agent chats, CSAT, and transferred chats, plus a trend chart tracking your AI resolution rate over time.
AI Agent sales
The total value of AI Agent sales in USD (based on daily exchange rates). This helps you track chats in which AI agent sold some products
AI Agent chats
The total number of chats handled by the AI agent. This shows the volume of conversations managed by your AI agent.
AI Agent CSAT score
The percentage of positive customer ratings in chats handled by the AI agent. This helps measure customer satisfaction with automated support.
Transferred chats
The percentage of chats that were escalated from the AI agent to a human agent. Lower transfer rates typically indicate that the AI is resolving more issues independently.
AI resolutions
The total number of chats fully resolved by the AI agent without human help. This shows the absolute count of successful automated interactions. See the FAQ below for exactly what counts as one.
Customize and save your reports
Metrics breakdown
Metrics breakdown brings all your key metrics into one place, with daily, weekly, and monthly views. The report is highly customizable — if you need a specific set of metrics for weekly agent reviews, for example, we can create a dedicated section for each agent.
Currently, customization requires contacting our support team, but self-serve customization is on the way.
You can download the report as a CSV file for further analysis.
Daily figures update every day; weekly and monthly figures update once, on the first day of that week or month.
Save filters as a view
If you find yourself applying the same filters every time you check a report, save them as a Saved View instead. Each view you save gets its own entry in your reports navigation, so you can jump straight back to the exact breakdown you use for weekly reporting without reapplying filters every time.
Report categories
Beyond the dashboards above, Text groups its detailed reports by business value: Leads, Cases, Sales, Team performance, and Export.
Leads
The reports that track how visitors turn into conversations and, eventually, customers:
Leads conversion — your conversion rate and breakdown by lead type, a conversion timeline, and top campaigns. The report counts chatting visitors as leads if they leave contact information (email or phone number).
Campaign conversion — campaign impressions charted against interactions, with a full breakdown.
Chat availability — agent availability hours alongside an online/offline status chart, tracking team uptime.
Chat engagement — breaks down chats by how they started: from campaign, by customer, or by teammate.
Queued customers — queue conversion, average wait time, a queue heatmap, and an abandoned-queue table.
Missed chats — chats visitors left without receiving a reply, as a chart and a heatmap.
Chat forms — summary KPIs plus an answer-distribution breakdown for each form.
Cases
Total cases — a combined chats + tickets trend, plus a heatmap.
Total chats — chat volume as a chart and heatmap.
Tags usage — a per-tag breakdown chart, plus tagged vs. untagged totals.
New tickets — a trend chart plus a per-team/per-teammate volume breakdown.
Resolved tickets — a trend chart plus a per-team/per-teammate breakdown of solved-vs-closed counts.
Sales
Sales is covering revenue and orders attributed to your AI agent and teammates.
All sales — revenue and order-count trend, plus your top orders. Order data syncs once a day and includes sales made during or within 30 days after a chat.
AI Agent sales — the same view, scoped to orders your AI agent drove.
Sales conversion — compares conversion rates for AI-chat, human-chat, and no-chat visitors over time.
Team performance
Performance — a summary KPI row plus a sortable table of results by teammate.
Activity — a timeline and table of teammate online/availability activity.
Chat satisfaction — a rating chart plus a ranking of your top teammates by satisfaction.
Chat response times — first response time and average response time charts.
Chat duration — compares teammate chatting time against total chat duration, including queue and bot time.
Ticket satisfaction, Ticket response time, Ticket resolution time, and Ticket handling time — each pairs a trend chart with a per-team/per-teammate breakdown, covering satisfaction, response speed, resolution speed, and time spent in each status.
Export
Export covers Send report — a CSV export form for chats, tickets, or teammates, limited to 2 years of chat data or 6 months of ticket data per export — and Recurring reports, where you can see and manage any export schedules you've set up.
Frequently asked questions
An AI resolution is a chat where your AI agent fully answers at least one customer question.
This definition is used consistently across both the AI resolution rate and AI resolutions metrics on the Overview and AI agent performance pages.
Not yet — customizing Metrics breakdown, such as adding a dedicated section per agent, currently requires contacting Text support.
Sales reports use order data from your connected store. This data syncs once a day and includes sales made during a chat or within 30 days after it.
Without a store integration, there won’t be any sales data to show. If you use Shopify, the integration is available out of the box. For custom stores, see how to configure a custom sales tracker.
Leads conversion tracks both, but the exact line between a lead and a qualified lead depends on your account's own qualification rules. Check the tooltip on that report for the specific criteria Text is using for your organization, since it isn't the same for every account.
What's next?
Now that you know what's in the Reports section, here's how to get more out of it:
Automate your reporting with the Reports API — Pull live report data straight into a Google Sheet with one click, no manual exports.
Create and manage ticket views — Save your own filtered ticket lists, the same way you can now save a reporting view.