Intelligence & Reports

Reports: Overview

The Overview is your single-screen morning check-in, one place to see whether anything needs attention today.

Business overview

What you see. A Today at a glance strip (today's messages, items pending review, open escalations, recent CSAT); total messages handled with a volume trend; headline KPIs (AI resolution %, average response time, CSAT, escalations with the count still unresolved); channel mix, document types, and a volume heatmap of your busy hours; and an auto-generated action items to-do list.

How to use it. Start your day here. If the action-item list is empty and AI resolution and CSAT look healthy, things are running themselves. If not, each action item links you straight to the problem.

How it's calculated: action items are raised automatically when an inbox has an error, when escalations are unresolved beyond the 24h SLA, when documents are stale (older than 30 days), or when a data source failed to sync. AI resolution % = AI-sent (un-edited) replies ÷ all outgoing replies. Average response time = mean time between an incoming message and the next outgoing reply. The heatmap counts messages by day-of-week × hour.

Common questions

What is the Reports Overview in HabariChat?

The Overview is your single-screen morning check-in: a Today at a glance strip, total messages handled with a trend, headline KPIs (AI resolution %, CSAT, escalations), channel mix and a busy-hours heatmap, plus an auto-generated action-items to-do list.

What are action items in the Overview?

Action items are raised automatically when an inbox has an error, when escalations are unresolved beyond the 24-hour SLA, when documents are stale (older than 30 days), or when a data source failed to sync. Each item links you straight to the problem.