Support, by the numbers
Volume, speed, satisfaction, SLAs and what Blaze resolves on its own, in ten ready-made reports. Filter by team, teammate, channel or tag, compare periods, and export to CSV.
Conversations
4,812
Median first reply
3m 05s
Resolved by Blaze
58%
CSAT
84%
Conversations by channel
Weekly · last 12 weeks
Customer satisfaction
1,027 ratings
- 😠 Terrible 3%
- 🙁 Bad 4%
- 😐 OK 9%
- 🙂 Great 27%
- 🤩 Amazing 57%
Busiest hours
4,812 new conversations by weekday and hour · workspace time zone
- Peak hour Wednesday, 1–2 PM 134 new conversations
- Busiest day Wednesday 19% of the week’s conversations
- Outside office hours 33% Evenings, nights and weekends
Responsiveness
Speed you can actually see
First response time, response time and time to close, as medians and P90s, so one slow outlier doesn’t hide the trend and one quiet week doesn’t flatter it.
- Credited to the teammate who replied first, every teammate who replied, and whoever closed.
- Broken down by team and teammate, with histograms of how long customers waited.
- Compare with the previous period to see whether a change actually helped.
Responsiveness
Sample data Last 30 days · all teamsMedian first response
3m 05s
−21%P90 first response
21m
−12%Median time to close
4h 12m
−9%Median first response by weekday
Blaze AI Agent
What Blaze resolves, and what it can’t
Involvement, resolution rate, handoffs and satisfaction for Blaze, with the same definitions every month. Questions it couldn’t answer are grouped into content gaps, so you know which article to write next.
- Confirmed and assumed resolutions, reported separately.
- Why Blaze handed off, so you can fix the cause instead of the symptom.
- Satisfaction for conversations Blaze handled, beside your team’s.
Blaze AI Agent
Sample data Last 30 daysInvolvement
64%
+8 pts vs priorResolution rate
58%
+9 pts vs priorHanded off
19%
−4 pts vs priorCSAT
86%
+2 pts vs priorResolution rate
Weekly · last 12 weeks
Unanswered questions
Content gaps from the last 30 days
- How do I change the address on an invoice? 14×
- Can I export contacts to Salesforce? 9×
- Is there a discount for nonprofits? 6×
SLAs and tickets
Keep the promises you make
See how often each SLA target was met, by policy, and which conversations breached it. Tickets show how many were created and resolved, and how long they spent in each state.
- First reply, next reply and time to close targets, per SLA policy.
- SLA clocks that can pause outside office hours, reported the way they’re measured.
- Tickets by type and state, including time waiting on the customer.
Growth customers SLA
Sample data-
First reply · 1h 96% hit
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Next reply · 4h 91% hit
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Time to close · 2 days 87% hit
Team performance
Fair numbers for every teammate
Conversations closed, replies sent, response times and satisfaction per teammate and per team, so workload and coaching conversations start from the same facts.
- See at a glance who’s carrying the queue, and who could take more.
- Filter to one team, or compare teams side by side.
- Former teammates stay in historical reports, so past periods still add up.
Teammates
Sample data| Teammate | Closed | First response | CSAT |
|---|---|---|---|
| Jonas Weber Billing | 412 | 2m 41s | 91% |
| Ana Novak Support | 388 | 3m 02s | 88% |
| Kai Tanaka Support | 297 | 4m 15s | 86% |
| Leila Rahman Enterprise | 164 | 1m 58s | 94% |
Filters and export
Slice it any way
Every report takes the same filters: a date range, team, teammate, channel and tag, plus an optional comparison with the previous period. Export the tables behind any report as CSV.
- Days and weeks follow your workspace’s time zone.
- Free plans cover the last 30 days; paid plans keep your full history.
- Exports note the period, time zone and filters at the top, so nobody misreads them later.
Built in
Ten reports, ready on day one
No report builder to learn and no dashboards to assemble. They’re ready the day your first conversation arrives.
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Overview
The health of your support at a glance.
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Conversations
Volume by channel and the busiest hours of the week.
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Responsiveness
First response, response time and time to close.
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Customer satisfaction
Ratings and the remarks customers leave.
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Team performance
Workload, speed and CSAT per team and teammate.
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Tickets
Tickets created, resolved and time in each state.
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SLAs
Targets met and breached, by policy.
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Blaze AI Agent
Involvement, resolutions, handoffs and content gaps.
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Articles
Views, reactions and searches in your Help Center.
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Outbound
Sent, seen, clicked and goals met per message.
Which reports are on the Free plan?
All ten, covering the last 30 days. Paid plans keep your full history, compare against earlier periods further back and export every report to CSV.
Compare plansHow is first response time measured?
From the customer’s first message in a conversation to the first reply from a teammate. Replies from Blaze and workflow bots don’t count, so the number shows how quickly a person got back to the customer. Response time measures every wait the same way, and time to close runs to the last time a teammate closed the conversation.
Why medians and P90 instead of averages?
One conversation that waited all weekend can drag an average far from what most customers experienced. The median shows the typical wait, and the P90 shows how long the slowest one in ten waited, which is where unhappy customers usually come from.
How is Blaze’s resolution rate calculated?
Of the new conversations Blaze was involved in, the share it resolved: the customer confirmed the answer helped, or didn’t ask for more help before the inactivity timer you set ran out. Confirmed and assumed resolutions are shown separately.
How Blaze answersHow fresh is the data?
Reports are calculated from your live data and refreshed within about a minute, using your workspace’s time zone for days and weeks.
One platform
Better together
Every product shares one customer record, one inbox and one bill. Nothing is an add-on.
See your support clearly
Install the Messenger, connect your help content and let Blaze take the first reply. Free to start, no card needed.