A deep dive into the metrics behind your conversations
Stay on top of the most important metrics to help you manage your team.
Conversations
Quickly understand your team's workload and identify trends.
Key metrics
- Conversations and resolutions per day
- Total number of customers helped
- Trend insights with the tags reports
- Team leaderboard
Productivity
See what your team is doing great and where they could use some help.
Key metrics
- First reply resolution rate
- Average first response time
- Average resolution time
- Average replies to resolution
Happiness
A deep dive into customer sentiment.
Key metrics
- Overall happiness score
- % of customers that left a rating
- See what conversations generated positive, neutral, and negative ratings
Company
A high-level look at agent and team performance.
Key metrics
- Sortable team leaderboard
- Total conversations
- Total resolutions
- Happiness rate
With Groove's help, we've seen a 20% decrease in support volume, a 46 minute faster response time and our happiness score is up to 89%.
The data you need to build a best-in-class knowledge base
Gain valuable insights to continuously improve your knowledge base and lower common queries.
Overview
A quick look at how your Knowledge Base is performing.
Article performance
Identify your most popular articles by pageviews and ratings.
Search report
See what your customers are looking for and if they're able to find it.
Article suggestions
Our AI-driven system suggests the best articles to create to give customers the help they need.
We're not stopping there
We've included even more easy-to-use features to make sure you have everything you need to build and manage a high‑performing team.
Business hours
Allows you to see how your team performs during the hours they're actually working.
Custom dates
See your reports over different time periods with our calendar control.
Timezone configuration
Set your timezone to ensure that metrics are tracked correctly.
Custom views
Take control with your own custom reporting views to see only the data that matters to you.
Data export
One click data export to XLS & CSV for all your spreadsheet needs.
Printable reports
Beautifully formatted printable views of all your reports.
