● Omnithread · Daily work

What needs the team now.
And how the last weeks went.

The dashboard for the day, and reports by agent, channel, busy hours, SLA and satisfaction, with CSV export. Figures cover only the channels and conversations each person may see.

Medians and 90th percentilesCSV export

01Dashboard

Omnithread > Dashboard (staff with a view permission or See the dashboard and reports) shows:

Open conversations and how many more wait for the customer, Unassigned, Waiting longest, SLA at risk and Satisfaction, 30 days.
Messages received and sent per day over the last 30 days, with the median first reply, and the volume by channel.
The conversations waiting longest for your team, the open conversations past or close to their target, and the health of every channel you can open.

Dashboard: key numbers, messages per day for 30 days and volume by channel — Dashboard, top half

Dashboard: waiting longest, SLA at risk and channel health — Dashboard, bottom half

02Reports

Omnithread > Reports (permission See the dashboard and reports). Choose a period (last 7, 30 or 90 days, or your own dates, up to two years) and filter by channel type, channel account, team member or team.

Report	What it shows
Overview	Received and sent messages, new and closed conversations, first reply and time to close (median, and the time within which 9 in 10 were answered), SLA met, satisfaction, messages per day and a day-by-day table.
By agent	Per team member: replies sent and median times. Replies count for the person who sent them, everything else for the person assigned.
By channel	Received messages and median times per channel.
Busy hours	Customer messages by weekday and hour, in the report time zone, with the busiest hour and day.
SLA	Share of closed conversations that met their targets, per day, and the open conversations already past their target.
Satisfaction	Average score, the spread of scores, the average per day, the newest ratings with comments, and scores by team member and channel.

Reports overview with period filter, key figures and messages per day — Reports > Overview

Report by agent: replies sent per team member and a table of median times — Reports > By agent

Busy hours heatmap of customer messages by weekday and hour — Reports > Busy hours

03Satisfaction report

Satisfaction report: average score out of 5, spread of scores and newest ratings — Reports > Satisfaction

04CSV export

Export CSV on a report downloads its figures for the chosen period and filters (day by day, by agent, by channel or busy hours). Times in the CSV are in seconds.

05Time zone and freshness

Days and hours in reports follow Settings > Service > Time zone of reports; empty uses the CRM's time zone.
Reports read from summary tables that the cron refreshes for the last two days on every run; today is recounted when you open a report. Older days do not change.