# Understand your reports

See how busy you are, how quickly you reply and how happy your customers are.

**Reports** shows how your team is doing. Pick a date range, filter by teammate, inbox or audience, and every number is compared with the period before.

### What's in each report

- **Overview:** new and closed conversations, your median reply time and your CSAT score at a glance.
- **Conversations:** volume, your busiest times, and what's open or waiting on your team right now.
- **Responsiveness:** first response and reply times, and who has been waiting longest.
- **Surveyed CSAT:** how customers rated their conversations, and what they said.
- **Teammate performance:** a scorecard for each teammate.
- **Articles:** views, searches and reactions for your help center, plus the searches that found nothing. These are great ideas for your next article.

### How CSAT works

When a teammate closes a conversation they replied to, KaraDesk asks the customer to rate it from Terrible to Amazing. Your CSAT score is the share of ratings that were Great or Amazing. You can change or turn off the survey in **Automations**.

### Reports on each plan

- **Basic:** Overview, Conversations and CSAT, with 7 days of history.
- **Team:** adds Responsiveness and Articles, with 30 days of history.
- **Advanced:** adds Teammate performance and CSV export, with your full history.

Owners and admins can see reports, along with anyone you give permission to view them.