From chatwoot-skills
Analyze Chatwoot metrics — account overview, agent performance, inbox reports, team reports, conversation metrics, and label analytics. Use when generating reports, analyzing support performance, or reviewing KPIs.
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/chatwoot-skills:chatwoot-reporting-analyticsThe summary Claude sees in its skill listing — used to decide when to auto-load this skill
Guide for using Chatwoot's reporting tools to analyze support performance.
Guide for using Chatwoot's reporting tools to analyze support performance.
Chatwoot offers two generations of reporting APIs:
| API | Tools | Best for |
|---|---|---|
| V1 | reports_account_overview, reports_account_summary, reports_agent_summary, reports_conversation_metrics | Real-time overview, quick summaries |
| V2 | reports_v2_overview, reports_v2_agents, reports_v2_inboxes, reports_v2_teams, reports_v2_labels | Detailed breakdowns by dimension, date range analysis |
Recommendation: V2 endpoints are more comprehensive. Use V1 for real-time snapshots, V2 for historical analysis.
Get an instant snapshot of current conversation state:
reports_account_overview(account_id: 1)
Returns:
For conversation-status breakdowns:
conversations_meta(account_id: 1)
→ { open: 45, resolved: 1230, pending: 12, snoozed: 3, all: 1290, ... }
Summarized metrics for a date range:
reports_account_summary(
account_id: 1,
since: "2026-01-01",
until: "2026-01-31",
type: "account"
)
Per-agent performance metrics:
reports_agent_summary(
account_id: 1,
since: "2026-01-01",
until: "2026-01-31"
)
Returns per agent:
reports_conversation_metrics(
account_id: 1,
type: "account"
)
All V2 endpoints accept a consistent parameter set:
| Parameter | Type | Description |
|---|---|---|
account_id | integer | Required |
since | string | Start date (ISO format or Unix timestamp) |
until | string | End date |
timezone | string | IANA timezone (e.g., "America/New_York", "UTC") |
Aggregate metrics across the account:
reports_v2_overview(
account_id: 1,
since: "1704067200",
until: "1706745600",
timezone: "UTC"
)
Per-agent breakdown:
reports_v2_agents(
account_id: 1,
since: "1704067200",
until: "1706745600",
timezone: "America/New_York"
)
Returns per agent:
conversations_count — Total conversationsavg_first_response_time — Average first response (seconds)avg_resolution_time — Average time to resolve (seconds)resolved_conversations_count — Number resolvedPer-inbox breakdown:
reports_v2_inboxes(
account_id: 1,
since: "1704067200",
until: "1706745600",
timezone: "UTC"
)
Per-team breakdown:
reports_v2_teams(
account_id: 1,
since: "1704067200",
until: "1706745600",
timezone: "UTC"
)
Per-label breakdown — useful for tracking issue categories:
reports_v2_labels(
account_id: 1,
since: "1704067200",
until: "1706745600",
timezone: "UTC"
)
| Metric | Description | Good benchmark |
|---|---|---|
| First Response Time | Time from conversation creation to first agent reply | < 5 minutes |
| Resolution Time | Time from creation to resolved status | < 4 hours |
| Conversations Count | Total conversations in period | Depends on scale |
| CSAT | Customer satisfaction score | > 4.0 / 5.0 |
| Unattended Conversations | Open conversations with no agent response | Should be 0 |
| Agent Online | Agents currently available | Monitor for coverage |
V2 reports accept dates as Unix timestamps (seconds since epoch):
# January 1, 2026 00:00:00 UTC → 1767225600
# January 31, 2026 23:59:59 UTC → 1767311999
Set timezone to match your team's working timezone for accurate daily breakdowns.
See METRICS_REFERENCE.md for detailed metric calculations.
See EXAMPLES.md for real-world reporting scenarios.
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