---
title: Omnichannel Connect Reports
description: "**Role:** Administrator **Objective:** Analyze engagement, ticket distribution, response times, and resolution performance. The Reports submodule consolidates the analytics of Omnichannel Connect into the **Omnichannel Conversation Reports** dashboard. The header shows the last refresh date of the data and exposes the global filters that apply…"
url: "https://www.tidwit.com/es/documentacion/omnichannel-connect/omnichannel-connect-reports/"
updated: "2026-09-10"
category: Omnichannel Connect
---

# Omnichannel Connect Reports

**Role:** Administrator

**Objective:** Analyze engagement, ticket distribution, response times, and resolution performance.

The Reports submodule consolidates the analytics of Omnichannel Connect into the **Omnichannel Conversation Reports** dashboard. The header shows the last refresh date of the data and exposes the global filters that apply to every section of the dashboard.

## **5.1 Dashboard Header and Filters**

At the top of the dashboard you will find:

- **Last Refresh Date — **timestamp of the last data refresh.
- **Date selector — **predefined ranges (such as All Time) or a custom range defined with the *From / To* pickers. Click *Go!* to apply the range.
- **Channel filter — **narrows the data to a specific channel or to All Channels.
- **User Agents filter — **narrows the data to a specific human agent or to All User Agents.
- **Priority filter — **narrows the data by Low, Normal or High priority.

## **5.2 AI vs Human Engagement**

First report of the dashboard. It compares the volume of responses submitted by AI agents against those submitted by human agents over the selected period.

![](https://www.tidwit.com/wp-content/uploads/2026/09/image-62-1024x449.png)

Image 23. AI vs Human Engagement report.

The KPI cards on the left summarize:

- **AI Submitted Responses — **absolute number of responses delivered by the AI agents, with the percentage variation compared to the previous period.
- **Human Submitted Responses — **absolute number of responses delivered by human agents and percentage variation.
- **Total Submitted Responses — **sum of both, with the percentage of the total represented by each source (for example, 86 % AI versus 14 % Human).

The stacked bar chart on the right plots the monthly distribution of AI versus Human responses, making it easy to detect adoption trends and seasonality.

## **5.3 Tickets by Agent and by Status**

Two donut charts that show how conversations are currently distributed:

![](https://www.tidwit.com/wp-content/uploads/2026/09/image-61-1024x329.png)

Image 24. Tickets by Agent and by Status.

- **Tickets by Agents — **share of conversations handled by each human agent, plus the share of conversations still unassigned. Use it to balance workloads across the support team.
- **Tickets by Status — **share of conversations in Open, Pending and Closed status. Use it to monitor the overall health of the queue.

## **5.4 Tickets by Day and Hour**

Two bar charts that explore the temporal distribution of incoming conversations:

![](https://www.tidwit.com/wp-content/uploads/2026/09/image-63-1024x314.png)

Image 25. Tickets by Day and Hour.

- **Tickets Created By Hour — **percentage of tickets created in each hour of the day (0 to 23). Use it to identify peak hours and to size on-call rotations.
- **Average Tickets Created By Day Of Week — **average number of tickets opened each day of the week. Use it to plan staffing for the busiest days.

## **5.5 Engagement Efficiency**

Measures how quickly the team responds to and resolves conversations.

![](https://www.tidwit.com/wp-content/uploads/2026/09/image-64-1024x415.png)

Image 26. Engagement Efficiency report.

The two KPI cards on the top show:

- **First Reply Time Median In Minutes — **median time between the first user message and the first agent reply, expressed in minutes.
- **Full Resolution Time Median In Hours — **median time between the opening and the closing of the conversation, expressed in hours.

Below the KPIs, two horizontal bar charts distribute the conversations across response-time brackets:

- **Tickets By First Reply Time Brackets — **groups conversations by how fast the first reply was sent (0–1 hrs, 1–8 hrs, 8–24 hrs, > 24 hrs, No Replies).
- **Tickets By Full Resolution Time Brackets — **groups conversations by how long they took to close (0–5 hrs, 5–24 hrs, 1–7 days, 7–30 days, > 30 days, No Resolution).

### **Engagement Efficiency Details**

Click the **View Details** button at the bottom right of the report to open the **Engagement Efficiency Details** modal, which lists every conversation that contributes to the metrics above.

![](https://www.tidwit.com/wp-content/uploads/2026/09/image-65-1024x723.png)

Image 27. Engagement Efficiency Details modal.

The modal includes Filters and Search controls on the top, a record counter (for example, *22 conversations*), and a detailed table with the following columns: **ID**, **Channel**, **Assignee**, **Priority**, **Start Date**, **Last Message Date**, **Duration** and **First Reply Time Bracket**. Use the **Export** button at the bottom right to download the data, respecting the filters currently applied. **Close** dismisses the modal.