Reports FAQ
Below are detailed answers to common questions about the Conversation Report, Team Performance Report, and SLA Report in SparrowDesk. This guide covers access permissions, data filtering options, report capabilities, limitations, and planned future improvements.
Access & Permissions
Who can access the reports?
Anyone with permission to access the Reports module can view reports. Access is controlled via admin settings, and admins can assign or revoke access at any time.
Which plans include reports?
Default reports are available from the Starter plan onwards. Higher-tier plans may include additional advanced analytics or custom reporting options in the future.
Can I restrict access to only certain reports (e.g., only Conversation Report but not SLA Report)?
No. Permissions are applied at the module level. If a user has report access, they can see all available reports. Granular per-report permissions are planned for a future release.
Can agents without reporting permission still see their own metrics?
No. Reporting permissions are required to see any metrics, including personal performance data. Agents can track progress through other in-app metrics but will not see full report dashboards.
Data & Filtering
What’s the default date range for the reports?
By default, reports display data for the last 30 days. You can adjust the date range to weekly, monthly, or custom ranges using the date filter.
Can I filter reports by conversation properties or custom fields?
Yes. You can filter by both default and custom conversation properties, including tags, status, priority, and SLA status.
Are filters applied across all reports?
No. Filters are applied per report. However, Conversation Report, Team Performance Report, and SLA Report use the same filtering logic for consistency.
Can I see data for specific agents or teams?
Yes. You can filter by team or individual agents to compare performance or track productivity.
Conversation Report
Does Conversation Report cover all channels?
Yes. It includes conversations from all channels — chat, email, and other connected channels — providing a complete view of customer interactions.
Can I drill down into individual conversations from the report?
Yes. Clicking on a metric lets you drill down to the underlying conversation list for further analysis.
Does Conversation Report include SLA compliance?
No. SLA compliance is shown in the SLA Report. However, SLA-related fields can be displayed in Conversation Report if used as filters.
Team Performance Report
How are unassigned conversations handled?
Unassigned conversations are not included in Team Performance metrics, as they are not attributed to any team or agent.
What’s the difference between Median First Response Time (FRT) and Median Wait Time (WT)?
- FRT: Time from ticket creation to the first agent reply.
- WT: Time customers wait between sending a message and receiving a reply, even during an ongoing conversation.
These metrics help distinguish initial response speed from ongoing responsiveness.
Can I see both team and agent performance in the same report?
Yes. The Team Performance Report includes both Team Activity and Agent Activity tables.
SLA Report
Which SLA metrics are tracked?
- SLA Achievement %
- Conversations with SLA
- FRT Achievement
- RT Achievement
Can I track SLA performance trends over time?
Yes. SLA Report includes a trend chart to visualize compliance over time.
What happens to SLA tracking if a ticket is reopened?
SLA is recalculated based on matching SLA policies at the time of reopening, ensuring accuracy for reactivated conversations.
Miscellaneous & Roadmap
Can I export reports to CSV or Excel?
Not yet. Export functionality is in our product roadmap.
Can I schedule reports to be emailed automatically?
Not currently. Automated scheduling and delivery are planned for a future update.
Can I build custom widgets or metrics in the report dashboard?
No. Report widgets are fixed for now, but custom dashboard creation is in our product roadmap.