Reporting and analytics overview

Hiver’s Analytics helps you understand how your team manages customer conversations. You can track volumes, monitor response patterns, and uncover trends that impact your team’s efficiency. Each report surfaces key metrics at a glance and lets you drill down into details to identify areas for improvement.

Availability and prerequisites

You need to have Admin access or be given permissions to analyze Hiver analytics and reports.

Accessing Analytics in Hiver for Gmail

You can access Analytics directly from the left panel in Gmail.

Once you’re in the Analytics page, you can:

• Switch between Shared Inboxes: Use the Shared Inbox selector at the top to view reports for different inboxes. Each report is specific to the inbox you select.
• Choose a date range: Use the date picker to generate reports for a specific time period.

Available reports in Hiver

Each Shared Inbox includes the following default reports, giving you a complete view of your team’s performance:

• Conversations: Track how many conversations your team handled, and how quickly and effectively they responded.
• Users: Get performance insights at an individual level, see what each team member worked on, and how they contributed.
• Tags: Measure conversation volume and response quality across different categories defined by tags.
• Contacts: Track your team’s activity by company or by an individual contact.
• SLA: Monitor how your team is meeting service level agreements. This report highlights missed SLAs and helps you identify patterns behind delays.
• CSAT: Review customer satisfaction scores and feedback trends to understand how well your team is supporting users.
• Sentiment: View trends in tone and emotion in customer conversations.

Custom reports

Custom reports let you create and save filtered views of key metrics that matter most to your team. This helps you track performance trends and share consistent insights without reapplying filters each time.

You can create a custom report in two ways:

1. As a new report: Create a fresh report using the + icon next to Custom reports in the reports panel.

2. From a default report: Customize an existing report and save it as a new custom report.

Method 1: New report

1. Go to Analytics and click the + icon next to Custom report.

2. Select a metric from the dropdown (e.g., Active Conversations) and add filters such as Assignees or Tags. Click Preview to view your report.

3. Click Save as custom report → enter a name → Save.

Once created, you can access your saved report anytime under Custom reports.

Method 2: Default report

1. Open a default report (e.g., Users → Assigned), and click Analyze.

2. Use the dropdown (if available in Analyze) to group data (e.g., by Conversation types). Or, select Filters and pick the parameters you want (e.g., Tags, Assigned to (users), Conversation type).

3. Click Apply to generate the filtered report, then select Save as custom report, enter a name, and click Save.

Managing custom reports

• Edit a custom report:
  Open the report → click Filters → adjust the conditions → click Apply → Save changes or Save as new report.
• Rename a custom report:
  Open the report → click Edit (pencil icon) → enter a new name → click the check (✔️) icon.
• Delete a custom report:
  In the left panel, click the three dots beside the report name → select Delete report → confirm.

Exports

Hiver lets you download reports as CSV files for sharing, offline analysis, or integration with other tools. You can find Exports in the bottom section of the reports panel.

Create an export:

1. Go to Exports and click New export.

2. Choose a metric (the report you want to export).

3. Select a date range.

4. (Optional) Apply filters to narrow results (available filters vary by report).

5. Choose which fields to include under Choose columns.

6. Click Export now.

The CSV file will begin downloading automatically in your browser.

Next steps

Custom dashboards

Reporting and analytics FAQs