Reports help you understand overall support performance. Quality inspection helps you review individual conversations against service standards. Choose the entry point that matches the question you are trying to answer, then use both types of data to investigate an issue.
View reports
Open Reports
Go to Reports and choose Overview, Human report, or AI report.
Set the scope
Choose a date range from 1 to 180 days, then filter by team and channel. Keep the scope consistent when comparing teams.
Read the key metrics together
Use conversation volume, effective conversations, response time, resolution, SLA, and satisfaction together. Do not draw a conclusion from one metric alone.
Review quality performance
In the Human report, open an agent's details to see quality samples, average score, pass rate, frequent issues, and recent reviews. Both report and quality permissions are required.
Export the results
Use Export to download a CSV or Excel file when you need to work with the data outside NavoChat.
Configure automatic and manual quality work
In Settings → Quality, you can enable automatic inspection, set the random sampling rate for ordinary conversations, and set the task completion deadline. Automatic inspection affects conversations closed after the settings are saved.
You can also add a conversation to a quality task manually from History. This is useful for complaints, low-satisfaction conversations, or coaching examples and requires the relevant quality permission.
Complete a quality inspection
Open quality tasks
Go to Quality and filter To review by agent, team, reason, or reviewer.
Claim or accept an assignment
An unassigned task can be claimed. A task assigned to another reviewer cannot be claimed, and you cannot review your own conversation.
Read the full conversation
Open the conversation from the task and assess response timeliness, communication, resolution, process compliance, and service attitude in context.
Complete the scorecard
Choose a result for all five dimensions. Add issue tags when a problem is found; a critical issue also requires a note and evidence messages.
Save or submit
Save a draft if the review is not finished. Submit after all dimensions and required notes are complete. Agents can view the result in Quality feedback and acknowledge it.
After submission, use Completed to review the score, issue tags, evidence messages, and inspection record. When a second review is needed, reopen the task if your permissions allow it. The related agent can view the result from Quality feedback or Notifications.
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