Who can see Reports, and what they see
Administrators see Reports for the whole workspace. Other agents get Reports through a custom role with View reports, and their reports only count the conversations assigned to them.
Updated October 5, 2026Also available in: Deutsch, Português
Reports shows the numbers of your support team, and who opens it decides what it counts. Administrators see the whole workspace. Other agents get Reports in the left rail when their custom role allows it, and their reports only count the conversations assigned to them. Reports need the Startup plan or higher. Custom roles, and with them Reports for agents, need the Enterprise plan. See Plans and pricing.
Administrators
- See the numbers of every conversation in the workspace: the cards at the top, By Status, By Channel, By Label, Agent Performance, Article feedback and the detail pages behind the cards (for example First Response and Resolution Time).
- Can download Export conversations CSV, Export agent performance CSV and Export CSAT CSV.
Agents
- The standard Agent role does not include Reports. The Reports icon does not show in their rail.
- With a custom role that has View reports, an agent gets Reports in the rail. The page says "Overview of your own support performance. Managers see the whole account." Their numbers only count the conversations assigned to them, and the Agent Performance table is not shown.
- The same applies to every detail page. An agent who opens a colleague's agent report by its address gets a page that does not exist.
- Article feedback is the same for everyone, because it counts votes on help center articles, not conversations.
- Export reports in a custom role allows the CSV downloads of conversations and CSAT, together with View reports. The files hold the same conversations the agent's reports count, so an agent only downloads their own. The agent performance CSV is for administrators only.
Give an agent access
- Go to Settings > Custom Roles and create a role, or open an existing one. See Custom roles and permissions.
- Under Reports, tick View reports. Tick Export reports as well if the person should download CSV files.
- Go to Settings > Agents and give the role to the agent.
Frequently asked questions
Why can't I see Reports in the rail?
If the icon shows a lock, your plan does not include Reports (the Hacker plan does not). If there is no icon at all, your role has no View reports permission. Ask an administrator.
Can an agent see a colleague's numbers?
No. Reports in the web dashboard and in the phone app only count the conversations assigned to that agent, and a colleague's agent report does not open for them.
Do I need Enterprise to see Reports?
Administrators see Reports from the Startup plan on. Giving Reports to agents needs a custom role, and custom roles need Enterprise.
What counts in an agent's report?
On the overview, the conversations assigned to that agent that were created or resolved in the selected range: Last 7 days, Last 30 days or Last 90 days.
What is in the CSV files?
The conversations and CSAT data for the selected range. An administrator gets the whole workspace, an agent only the conversations assigned to them. See Exporting reports as CSV for the columns.
Who sees the agent performance export?
The Export agent performance CSV button shows only for administrators. See Agent performance reports for what the report shows.