> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveku.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Helpdesk Reports

> Volume, response and resolution times, missed targets, satisfaction, and what the assistant resolved on its own

**Helpdesk → Reports** shows how your support is doing over the last 7, 30 or 90 days.

<Frame caption="Helpdesk reports">
  <img src="https://mintcdn.com/locusdigital/GB-Uujd8W9WZjQqU/images/helpdesk/reports.webp?fit=max&auto=format&n=GB-Uujd8W9WZjQqU&q=85&s=2f4173b308ae3159d01def4e4f6e4a5b" alt="Helpdesk reports with headline numbers and charts for volume, status, channels, priority, satisfaction and top agents" width="1440" height="900" data-path="images/helpdesk/reports.webp" />
</Frame>

## Headline numbers

| Number | What it means |
| - | - |
| **Open right now** | Conversations open at this moment, with how many opened in the range. |
| **Resolved in range** | Conversations resolved in the range. |
| **First response (median)** | How long customers waited for a first reply: the median, and the 90th percentile (how long the slowest tenth waited). |
| **Resolution (median)** | How long conversations took to resolve, median and 90th percentile. |
| **SLA breach rate** | The share of [response time targets](/helpdesk/routing#response-time-targets) (first reply and resolution) that were missed. Lower is better. |
| **CSAT — Great** | The share of [survey](/helpdesk/satisfaction-surveys) answers that were Great, and how many answers you got. |
| **AI deflection** | The share of resolved conversations that were never assigned to a teammate. It includes conversations your team resolved without assigning them. |

## Charts

* **Volume — opened vs resolved**: daily counts, so you can see whether you are keeping up.
* **Status mix**: conversations opened in the range, by their current status.
* **Channels**: where conversations came from (website chat, email, phone, text).
* **Priority mix**: how urgent they were.
* **CSAT trend**: survey answers over time. If surveys are off, it says so, with a link to turn them on.
* **CSAT responses**: what customers actually said, newest first (up to 50 in the range).
* **Top agents**: teammates by conversations resolved, with their satisfaction score.

The Helpdesk **Overview** shows a short version of these for the last 7 days: customer satisfaction, ticket volume, and open conversations by channel.

<Tip>
  Your helpdesk agent can turn these numbers into a written weekly report. Type `/weekly-report` in the Helpdesk panel. See [Your helpdesk agent](/helpdesk/helpdesk-agent).
</Tip>


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