When an account-wide metric changes, use Ruut’s grouped reports to find where the change is happening.

![](https://app.ruut.chat/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBBK1NZQnc9PSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--fc483a90232204d89648d064f454cde7d1621efb/clipboard.jpeg)

## Choose the right view

* **Reports → Agents:** compare individual agents.

* **Reports → Labels:** compare tagged conversation topics.

* **Reports → Workspace:** compare inboxes. The page heading is **Inbox Overview**.

* **Reports → Team:** compare teams.

## Read the overview table

Each overview has a duration selector and a **Business Hours** switch. Its table lists conversation counts, average first response time, average resolution time, average customer waiting time and resolution count.

Use the same date range and business-hours setting across views. Read averages alongside the number of conversations: a small sample can 

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produce a misleading comparison.

## Open detailed charts

Click an agent, label, inbox or team name to open its detailed report. In the Workspace detail view, **Select Inbox** switches the inbox and **Duration** changes the period. Detailed charts include incoming and outgoing messages as well as response and resolution metrics.

Percentage trends compare the selected period with the preceding period. A decrease in waiting time usually deserves a different interpretation from a decrease in resolved conversations.

## Use the results

For example, compare a billing team with its payment-related labels to decide whether it needs a clearer process or more coverage. Keep labels consistent so similar issues remain comparable. Do not rank agents solely by speed; consider issue complexity and customer feedback.

Each overview has a download button for its report. A dash means you should check the selected period and available activity before drawing a conclusion. The screenshot below shows the Team overview.