Use this report for a weekly review of support demand and how quickly your Ruut team responds.

![](https://app.ruut.chat/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBK0NZQnc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--b87e901088ad610380222fdeadc97b865a794297/conversations.jpg)

## Open and configure the report

1. Select **Reports → Conversations**.

2. Choose a period from **Last 7 days**, Last 30 days, Last 3 months, Last 6 months, Last year or Custom date range.

3. Choose whether to use **Business Hours**. Keep this setting consistent when comparing results.


## Understand the metrics

* **Conversations:** conversations created in the period. Reopening an older conversation does not create a new one.

* **Messages received:** incoming messages across channels.

* **Messages sent:** outgoing messages from agents and bots.

* **First Response Time:** average wait for the first human reply after the conversation opens or a bot hands it over.

* **Customer waiting time:** average wait for replies during the conversation, beyond the first response.

* **Resolution Time:** average time from opening to resolution. Reopening and resolving later can increase it.

* **Resolution Count:** conversations resolved during the period.

## Turn the report into action

Hover over chart bars to inspect dates. Check volume alongside response times before deciding whether staffing needs to change. A faster response time does not, by itself, prove better support quality.

For example, if message volume rises and waiting time grows, use the Agents and Team reports to locate the queue needing help. A zero resolution time alongside zero resolutions needs more context; it is not evidence of instant resolution.

Use **Download conversation reports** when you need an export for a review. The screenshot below shows an example period.