Metrics and reports
Customer service metrics for WhatsApp, Instagram and Messenger
See how fast you answer, how much the AI resolves on its own, which channels bring the conversations and how customers rate you. When you need the raw data, export it as CSV, XLSX or PDF.
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Running the business on gut feeling
You don't know how long customers wait for an answer.
First response time, as a median and a distribution, for the AI and for your team.
You can't tell whether the AI is helping or just passing chats along.
AI agent outcomes show what it answered, transferred and found out of scope, and Resolutions split AI from people.
Every month you build the report by hand from screenshots.
Five ready-made reports download as CSV, XLSX or PDF, with the filters you picked.
The whole operation on one screen
The General tab opens with the numbers that matter, each compared with the previous period: conversations started, messages exchanged, new contacts, first response, resolved conversations and the share handled by AI. Below them, charts show new conversations by channel, your busiest hours and the labels your team applies, so you see whether complaints or billing questions are rising.
- Filter by date range, channel, and team or agent
- Busiest hours by day of the week, to plan who is on shift
- Conversation labels in each tag's own color
The AI and your team, side by side
First response time is split into AI and Team, so you see what each one does for your customers. On the Team tab you see the open chats right now, who is waiting for a reply, each member's workload, and the funnel of the contacts a team or member owns.
- AI agent outcomes: answered, transferred, out of scope
- Resolved by the AI versus resolved by people
- Team activity: assigned, messages sent, resolved and median reply per member
Every channel and how customers rate you
The Channels tab shows each channel and line on its own: conversations, messages received and sent, unique contacts, first response and failed sends. If you use satisfaction surveys, the Surveys tab shows CSAT or NPS per agent, AI agent, team and channel, with the comments behind each score.
Reports for your spreadsheet, BI tool or accountant
The Exports tab generates five reports with the filters you set: Conversations, Messages, New contacts, Agent performance and Template performance. Pick CSV, XLSX or PDF, click Generate, and download it when it shows Ready. Past reports stay in the table to download again.
- Up to 100,000 rows per report
- PDF is a formatted snapshot of up to 2,000 rows
- Template performance: sends, delivered, read and failure rates per WhatsApp template
- Filter by date range, channel, and team or agent
- Busiest hours by day of the week, to plan who is on shift
- Conversation labels in each tag's own color
How to get started
Get your first report
- 01
Open Metrics
Admins find Metrics in the sidebar. Start on the General tab to see the period at a glance.
- 02
Set the filters
Choose the date range, the channels, and a team or agent in the filter bar at the top.
- 03
Export
On the Exports tab, pick CSV, XLSX or PDF on a report's card, click Generate, then Download when it is Ready.
Frequently asked questions
Your next customer already wrote to you.
Try Ciarem free for 14 days and see it answer with your information before your customers do.
- No credit card. Cancel anytime.