Reporting

How to read Ruut’s live Overview report

Use Ruut’s Overview report at the start of a shift to see the current queue, agent availability and workload. Open the report In your Ruut dashboard, select Reports → Overview. Read the live cards - Open: conversations currently awaiting work. - Unattended: conversations awaiting an agent’s attention. - Unassigned: conversations with no assigned agent. - Pending: conversations waiting in the pending state. Use All Teams to focus the conversation cards on a team. These counts can overlap; do not add them together as a total. Check availability and traffic Agent status shows Online, Busy and Offline agents. The Conversation Traffic heatmap shows when conversations arrive; Resolutions shows when conversations are resolved. Each heatmap has its own date and inbox selectors. Hover over a cell to inspect an hour. Balance the queue Conversations by agents and Conversations by teams show Open and Unattended workloads. Use them to decide where attention is needed before reassigning work. Example: if Unassigned is rising while an agent is Online, check your assignment process. If Unattended stays high, review the oldest waiting conversations. The screenshot below is an example from Ruut. Live values change as your team works.

How to read Ruut’s Conversations report

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

Compare agents, labels, workspaces and teams in Ruut reports

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

Measure customer satisfaction with Ruut’s CSAT report

Use customer satisfaction (CSAT) reporting to check how customers feel about the support they receive in Ruut. Before you start CSAT surveys must be enabled for the relevant inboxes and customers must submit responses before there is feedback to analyse. Open and filter the report 1. Select Reports → CSAT. 2. Select a date range; the initial view is Last 7 days. 3. Use Choose Agents, Select Team and Select Inbox to narrow the results. 4. The rating selector displays Select one. Choose Excellent, Good, Average, Fair or Poor to review a particular rating. Read the summary - Total responses: submitted survey responses in the selected scope. - Satisfaction score: positive responses ÷ total responses × 100. It is a percentage, not an average of the five rating values. - Response rate: submitted responses ÷ survey requests sent × 100. Review the feedback The table shows the contact, assigned agent, rating and feedback comment. Read comments alongside the score to understand what needs attention. Example: a high satisfaction score from only a few responses is a reason to keep collecting feedback, not a complete picture of your service. If a low rating mentions repeated follow-ups, compare it with customer waiting time in the conversation report. If there are no responses Widen the date range, clear restrictive filters and check that surveys are enabled in the intended inbox. Dashes in an empty report are not a measured zero satisfaction score. Select Download CSAT Reports to export the report. The screenshot below illustrates Ruut’s empty-state view and filter controls.

Track service targets with Ruut’s SLA report

Use the SLA report to review whether conversations are meeting the service targets defined by your applied SLA policies. Track service targets with Ruut’s SLA report: Ruut reporting screen Open the report Select Reports → SLA. Choose the date range at the top of the page. Focus the results Select Add filter and choose SLA Policy, Inbox, Agent, Team or Label. Use a focused scope to investigate a particular queue or policy. Read the metrics - Hit Rate: the percentage of applied SLAs met successfully. - Number of Misses: missed SLA targets in the selected scope. - Number of Conversations: conversations with an SLA applied. Always check coverage alongside hit rate. A high hit rate with no covered conversations is not evidence that your service commitments are being met. Investigate misses When records are available, review the conversation list and use View Details to inspect the missed events and their timestamps. Use that context to understand where a delay began. Example: filter to a support team and a priority label, then review missed events before changing staffing or routing. Check whether the right policy was applied and whether the conversation reached the right team. If the report is empty Check the period, filters and whether SLA policies have been applied to conversations. The screenshot below shows an empty covered-conversation list; its displayed hit rate must be read alongside the zero coverage. Use Download SLA reports for a review export.

Understand bot resolutions and handoffs in Ruut

Use Ruut’s Bot report to understand how recorded bot activity contributes to your support workflow. Open the report Select Reports → Bot, then choose the date range. The initial view is Last 7 days. Read the summary cards - No. of Conversations: conversations handled by the bot. - Total Responses: messages sent by the bot. - Resolution Rate: bot-resolved conversations without an agent’s involvement ÷ bot-handled conversations × 100. - Handoff Rate: conversations handed to human agents ÷ bot-handled conversations × 100. Read the charts Resolution Count shows bot resolutions over the selected period. Handoff Count shows transfers to human agents over that period. Use the charts to identify when the pattern changed. Decide what to improve A handoff can be the right outcome for a complex request. Review the reasons for handoffs before treating the rate as a failure. Check whether the customer reached the right person and received a useful response. Example: one bot-handled conversation and one handoff produce a 100% handoff rate. That tiny sample does not establish a long-term trend. Compare a broader period before changing the workflow. If there is little or no data Check the selected period and whether a bot is active in the relevant inbox. This page reports recorded bot activity; do not assume it represents every Sage feature or all automated messages in your account. The screenshot below shows an example with one handled conversation, seven responses and one handoff.

Mastering Ruut 2.0

This guide answers five common questions about managing your team, reviewing support quality and using reports in Ruut 2.0. 1. Can we assign Administrator or Supervisor roles? Yes. Ruut includes Administrator and Agent roles by default. Supervisor is not a separate default role; use a custom role when you need a different set of permissions. 1. Sign in as an administrator and open Settings → Agents. 2. Find the team member and select the edit icon. 3. Choose the appropriate Role, then select Edit Agent to save. For a supervisor or another specialised role, open Settings → Custom Roles → Add custom role. Give the role a name and description, choose its permissions, and submit it. Assign the custom role through the agent’s settings. For example, a supervisor responsible for quality checks may need permission to manage conversations and reports. Choose permissions based on the work they need to do. If Custom Roles is unavailable, ask your administrator or Ruut support to confirm that the feature is enabled for your account. 2. Where do closed or resolved conversations go? They remain in the Conversations view. You do not need a separate archive to review them. 1. Open Conversations → All Conversations from the home dashboard. 2. Use the sort/status controls for the conversation list and change the status to Resolved. 3. Open a conversation to review its messages, notes and any associated call recording. You can also use the conversation filter button: set Status → Equal to → Resolved, then select Apply filters. For quality checks, review whether the agent understood the issue, gave an accurate answer, communicated clearly and completed the promised follow-up. Add an Assignee filter when reviewing one agent’s assigned conversations. 3. How do we set up CSAT? CSAT is configured separately for each workspace. 1. Open Settings → Workspaces and select the workspace you want to configure. 2. Open its CSAT tab and turn on Enable CSAT. 3. Choose the display type, such as emojis or stars, and enter the survey message. 4. Set any label-based survey rule needed for that workspace, then select Update. 5. Repeat for each workspace where you want to collect feedback. Enabled surveys are triggered at the end of conversations according to the workspace’s rules. A CSAT survey is sent only once per conversation. Customer responses appear under Reports → CSAT. For interpreting the results, see Measure customer satisfaction with Ruut’s CSAT report. 4. How does reporting work, and what needs to be in place? Ruut reports use activity recorded in your account. Open Reports to review live workload, conversation metrics, agent and team performance, workspace activity, CSAT, SLAs and bot activity. Put these basics in place so the reports have useful data: - Connected workspaces and real activity: conversations and messages must flow through Ruut. - Consistent assignment: assign conversations to the appropriate agents and teams, and use labels consistently for topic-based reviews. - Accurate conversation status: mark completed conversations as resolved so resolution metrics reflect your workflow. - Reporting access: the person reviewing results needs the relevant permissions. For custom roles, check the report-management permission. - Business hours, when needed: configure them for the relevant workspaces and use the same Business Hours setting when comparing reports. - Feature-specific setup: CSAT needs enabled surveys and submitted responses; SLA reporting needs policies applied to conversations; Bot reporting needs recorded bot activity. Choose a date range and the relevant filters before drawing conclusions. Read response and resolution times alongside conversation counts. An empty report or a very small sample does not establish a performance trend. See the Reporting guides for detailed explanations of each report. 5. Can we view all call recordings in one place and filter them by agent? Ruut currently does not offer a dedicated recordings-only view filtered by agent. You can review an agent’s assigned conversations and open the recordings associated with those conversations. 1. Open All Conversations and select the conversation filter button. 2. Add Assignee → Equal to and select the agent. 3. Choose the appropriate status, such as All for a broader review or Resolved for completed cases, then select Apply filters. 4. Open the relevant conversation and review its recording when one is available. The assignee filter finds conversations assigned to the selected agent; it is not a recording-only report of who made each call. For recording details, use the existing Ruut Voice guide.