Reports & Analytics in Ndoto

Ndoto tracks key metrics across your conversations, agents, inboxes, teams, and labels. Reports give you visibility into how your support operation is performing and where improvements can be made.

All time-based metrics can optionally be calculated using business hours only, so out-of-office time doesn't inflate your response times.

Core Metrics

Report Types

Conversation Reports

Shows conversation volume over time — how many conversations were opened, resolved, and pending in a given period. Useful for understanding support demand trends and forecasting team capacity.

Agent Reports

Breaks down performance by individual agent. Shows each agent's conversation volume, response times, and resolution times. Helps identify high performers and agents who may need additional support.

Inbox Reports

Shows performance per inbox (channel). Useful for understanding which channels drive the most volume and how response times differ across platforms.

Team Reports

Aggregates performance by team. Useful for measuring team-level productivity and comparing team performance across your support organization.

Label Reports

Shows conversation volume and resolution metrics grouped by label. Useful for understanding which topics or issue types are most common so you can update your Help Center or Akili's knowledge base accordingly.

CSAT Reports

Tracks customer satisfaction survey responses. Shows the distribution of ratings and any written feedback customers provided. Responses are tied to the resolved conversation and the agent who handled it.

SLA Management

SLAs (Service Level Agreements) define the response and resolution time targets your team commits to. Ndoto tracks SLA compliance per inbox.

An SLA policy defines:

• First response time — target time for the first agent reply
• Next response time — target time for subsequent replies
• Resolution time — target time to fully resolve the conversation
• Business hours only — whether SLA timers pause outside of working hours

When a conversation breaches an SLA threshold, Ndoto generates an SLA violation event and can send notifications to the relevant agents. Working hours are configured per inbox in Teams & Agents settings.

Exporting Reports

Reports can be downloaded for sharing or further analysis outside of Ndoto — useful for presenting support metrics to stakeholders or importing into BI tools.

Related Docs

• Conversations — the source of all report data
• Teams & Agents — agent and team performance context
• Channels — inbox-level performance breakdown
• Automation — use label reports to identify automation opportunities
• Help Center — reduce volume by improving self-service