Reports and analytics

Sela has three places to look at how your workspace is doing: Home for the live picture and trends, Reports for bounded work and billing summaries you can export, and Reporting for conversation-level analysis and AI quality. Which parts you see depends on your role, your plan, and your permissions.

Where to find things#

Home: the performance dashboard#

Home opens on Performance. Owners and admins of a trial workspace that has not converted see an activation checklist until the first AI reply exists, with a toggle to view the dashboard instead.

Right now#

Every member with conversations:read sees the live overview. Agents see only their own slice ("My work"); supervisors also get a "Team" view. Panels:

• Waiting for a reply — grouped by age: under 15 minutes, 15 minutes to 1 hour, 1–4 hours, over 4 hours, plus the oldest wait.
• Unassigned — conversations nobody owns yet, with a shortcut to claim them.
• WhatsApp window — chats closing within 2 hours or already closed while a customer waits. After 24 hours only an approved template can be sent (see WhatsApp).
• On duty — who is online, busy, offline, or over capacity.
• Overdue and Due soon — work items and tasks (see Tasks, work items and approvals).
• Open conversations, escalated conversations, and short insights.

Trends#

Trends require reports:read and an admin or supervisor role; other users get "Admin or supervisor access is required." You can pick a 7, 14, 30, or 90 day window. On the Sandbox plan the window is capped at 30 days. The page refreshes every 5 minutes while it is visible.

Each KPI is compared with the previous period. Charts show volume by channel per day, reply time per day, and a day-by-hour heat map of when customers message you (hours outside your business hours are flagged). The Team table lists replies, conversations handled, reply time, first responses, closed, load, and hand-offs per person. The Work and tasks pipeline shows open and completed work, overdue items, and work by stage.

Reports: workspace summaries and exports#

Reports is titled "Workspace reports" and gives bounded, explainable metrics for the inbox, work, appointments, and billing. Choose a window in days. The cards are:

• Needs attention — overdue work, overdue tasks, upcoming appointments.
• Conversation states and Close categories.
• Active stages and Team workload.
• Commercial picture — invoice balance, amount collected in the window, approved invoices, payment exceptions.
• Activity events.

If a metric reaches its sample limit, the card shows a truncation warning so you know the number is a lower bound.

Export a report#

1. Open Reports.
2. Choose the window (default 30 days, maximum 366).
3. Select Generate CSV & PDF and pick CSV, PDF, or both. You need the reports:export permission.
4. Download the files when they are ready. Generated files expire after 90 days, so re-generate if you need them later.

Reporting: conversations and AI quality#

Reporting is the deeper analysis view. It is still reachable from the AI identity page and Getting Started.

• Conversation report — filter by opened channel, status, last assignee, first response, escalated, contact, or conversation ID. The default range is 14 days, up to 180. It includes a trend chart and Export CSV.
• AI quality — review scores, reviews under 60, issue types, credits used, and a split between manual and sampled reviews. Use it to find weak answers; see Improving answer quality.
• Contact lifecycle report — how contacts move between stages.
• AI-written summary — a short narrative of the period, with a Refresh button.

If your plan does not include it, the page shows "Reporting is locked on your current plan."

Scheduled reports#

Scheduled report emails are marketed as a Scale feature. In the backend the enforced check is the reports:schedule permission, so treat the plan requirement as Scale and confirm in your workspace before relying on it.

Permissions to know#

• Agents do not have reports:read, so they see "Right now" and their own work but not trends or the Reports screen.
• Exporting needs reports:export; scheduling needs reports:schedule.
• Role and permission details are in Team, roles and permissions.

Troubleshooting#