# [Reports]

Published 2026-10-09

> Frontline Reports — Complete User Guide 1. Reports Main Page Path: Frontline → Reports What it does The Reports section shows analytics and statistics about your Frontline activities. It helps you track conversations, ti

## **Frontline Reports — Complete User Guide**

## **1\. Reports Main Page**

**Path:** Frontline → Reports

### What it does

The Reports section shows analytics and statistics about your Frontline activities. It helps you track conversations, tickets, Facebook activity, and call center performance.

### Report tabs

At the top, you can switch between different report categories:

-   **Frontline Overview**
-   **Ticket**
-   **Facebook**
-   **Call center**

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/d577488f-2c8b-466d-8236-3a54fd7b5a00/public)

## **2\. Frontline Overview Tab**

This tab shows overall conversation statistics.

### Top summary cards

-   **Open Conversations** — Number of currently open conversations.
-   **Closed Conversations** — Number of closed conversations.
-   **Top Performing Source** — The channel with the most conversations.
-   **Top Converting Source** — The channel with the best conversion rate.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/ffe9f89b-79cc-488e-c879-756490831b00/public)

### Conversation Open

This chart shows the total number of conversations opened over the last 30 days.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/856e9a4a-fe44-4944-99ec-3c8c064f4800/public)

### Conversation Resolved

This chart shows the total number of conversations resolved over the last 30 days.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/04b1d363-c793-413a-6f42-8564ccdb2d00/public)

### Conversation Source

This chart shows where conversations are coming from, such as Messenger, Facebook, Email, etc.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/cf0d21cf-982f-41a7-5a67-ebc664afdc00/public)

### Conversation Tag

This chart shows which tags are used most often on conversations.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/c6fdb43d-a10b-471c-3151-a97e164a4500/public)

### Conversation Responses

This chart shows response activity over time.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/57e69c46-2bd0-4a5e-4151-a0976a004e00/public)

### Conversation List

This chart shows a list of all conversations.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/0cc6eda0-49db-4b74-f46f-aa80856c2d00/public)

Each chart has a **Filter** button, a chart/table view toggle, a download button, and a fullscreen option.

## **3\. Ticket Tab**

Click the **Ticket** tab to see ticket-related reports.

### Top summary cards

-   **Total Tickets** — Total number of tickets.
-   **Minor** — Tickets with low priority.
-   **Medium** — Tickets with medium priority.
-   **High** — Tickets with high priority.
-   **Critical** — Tickets with critical priority.
-   ![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/5631d44c-6a02-45df-9bbc-97303822dd00/public)
    

### Ticket Status Summary

This table shows how many tickets exist in each status. Example: **New** status has 1 ticket, which is 100% of total.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/bdeaa15c-8117-4807-d3cb-c98027725a00/public)

### Ticket Date

This table shows tickets grouped by date. Example: On **2026-09-23**, there is 1 ticket.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/7737929f-763c-47d2-f94f-01a9f1794b00/public)

### Ticket Source

This chart shows where tickets are created from.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/fd0bdf70-3c74-44b4-5e89-dff562932a00/public)

### Ticket Tags

This chart shows which tags are used on tickets.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/f05da141-26c1-4e45-0923-b2ae1099f900/public)

### Ticket Custom Properties

This chart shows data from custom ticket fields.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/32f5b119-256f-4355-fe43-15bac6b94700/public)

### Ticket List

This table shows all tickets with details:

-   Name
-   Created date
-   Status
-   State
-   Assigned person
-   Due date

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/481ccb76-7da1-4557-0780-6998ecd2f800/public)

## **4\. Facebook Tab**

Click the **Facebook** tab to see Facebook-related reports.

### Top summary cards

-   **Messenger Conversations** — Total Facebook Messenger conversations.
-   **Messenger Messages** — Total messages, split between incoming and agent replies.
-   **Bot Messages** — Messages handled by bots.
-   **Posts** — Facebook posts tracked in erxes.
-   **Comments** — Comments and replies received.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/cc0ad795-2f79-4119-29d4-5e60c5e08800/public)

### Facebook Activity

This chart shows daily Facebook conversations, messages, and comments.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/9a8f2a88-34ba-4d4b-9254-aaea20256d00/public)

### Facebook Bots

This chart shows Messenger conversations handled by each bot.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/01d40157-d6ae-4868-e753-e7ed390b8b00/public)

### Facebook Posts

This chart shows posts published in the selected period and their engagement.

![](https://imagedelivery.net/5m26Aj-CutMXPPNacMs_yQ/821ff9af-2a19-4b16-3414-d1def7f59f00/public)

## **5\. Call Center Tab**

Click the **Call center** tab to see phone call reports.

### What it shows

This tab is used when call integration is set up. You can filter by:

-   **Integrations**
-   **Queue**
-   **Direction**
-   **Date** — Example: Last 3 months

If no call integration is connected, you see:

-   _"No call integration found for this user."_