# Report formulas

The **Reports** menu shows conversation volume, response times, tickets, and agent productivity. This page explains how each figure is calculated, so the numbers on screen, in CSV exports, and in the API always match.

## Who can see reports

- Access **View reports & export CSV** (Reports group). By default: Supervisor and admin roles; the Owner always.
- Figures follow the same **data limits** as the inbox and tickets: conversations & tickets you are not allowed to see (other teams, numbers you have no access to) are not counted. Two people can see different figures for the same range.

## Range & time zone

- Choose the last **7**, **30** (default), or **90 days** (including today), or **Custom** with two dates (up to 366 days).
- Dates and hours follow **your time zone** (your personal zone in My account, or the workspace zone). "Today" starts at 00:00 in your zone; the hourly chart also uses hours in your zone.
- **Number** filter: only that number's conversations & messages. **Team** filter: a Frontline team filters conversations, a Back Office team filters tickets.
- Filters are kept in the page address, so you can share the link with colleagues who also have report access.

## Formulas

| Figure | How it is calculated |
| --- | --- |
| Incoming conversations | Number of conversations (chats & groups) **created** in the range. A new conversation is created when a customer writes for the first time, or writes again after the previous conversation was Solved/Closed. |
| Messages in / out | Number of messages from customers / messages sent by the team in the range. Messages that failed to send, internal notes, and system messages are not counted. |
| First response | For incoming conversations in the range that have been replied to: the time from the customer's first message to the team's first reply. Shown as average and median. **% within target** = the share of those conversations answered no later than the **First response target** in Settings → General (shown when a target is set). |
| Resolution time | For conversations marked **Solved** in the range: the time from creation to Solved. Average and median. |
| Unreplied now | Open conversations currently waiting for a reply. This is the current state and does not depend on the range. |
| Daily volume | Per date (your zone): incoming conversations and messages out as bars; messages in appear in the tooltip when you hover a bar. |
| Messages in by hour | Customer messages in the range, grouped by hour 00–23 in your zone — to spot busy hours. |
| By number | Per WhatsApp number: incoming conversations, messages in, messages out, and average first response. |
| By label | Per Onix contact label: incoming conversations whose contact has that label. One conversation can count toward several labels. |
| By category | Per conversation category: incoming conversations. A parent category adds up its subcategories; subcategories are indented below their parent (the CSV also includes the category path and the count assigned directly). Conversations without a category are counted in the **Uncategorized** row. |
| Tickets | **Created** = tickets created in the range. **Resolved** = tickets resolved (Resolved, or Closed directly) in the range. **Resolution time** = from ticket creation to resolution. **Overdue** = active tickets whose due date has passed right now. The Tickets by team table uses Back Office teams. |
| Agent productivity | Per active member: **Replies** = messages they sent; **Conversations replied** = number of distinct conversations they replied to; **First responses** = incoming conversations in the range whose first reply came from them (count & average time); **Tickets resolved** = tickets they changed to Resolved. |

## Per-person KPIs

The **KPIs** tab in Reports (Pro & Custom plans) shows each member's performance against their targets, counted in business hours. The formulas are in [KPIs & SLA](https://onix.sassly.ai/en/docs/kpi).

## Average and median

The **average** adds up all times and divides by the number of conversations. The **median** is the middle value: half of the conversations were faster, half slower. When the average is far above the median, a few conversations usually took very long (for example, ones that came in at midnight) — the median better reflects the everyday customer experience.

Times under one hour are shown in minutes, longer ones in hours (one decimal place).

## CSV export

- The **Export CSV** button at the top right: Summary, Daily, By number, By label, By category, Agent productivity, or Tickets by team — for the range & filters currently selected.
- Files are UTF-8, so they open correctly in Excel and Google Sheets. File name: `laporan-{type}-{from}-{to}.csv`.
- Exports are available in the app only. For integrations, the same data is available as JSON at `GET /api/v1/reports/…` (see [API](https://onix.sassly.ai/en/docs/api)).
- The **Pipeline** tab (also requires Pipeline access): raw data CSV for leads (all columns + custom fields), activities, and expenses — by workflow, status, period, and the leads you can see. See [Pipeline](https://onix.sassly.ai/en/docs/pipeline).