​

Search and reporting

CXP includes Search and Reporting tools for finding historical conversations and reviewing operational performance. Expand Reporting in the sidebar to open Dashboard or, when your role permits it, Agent Workload.

​

Search conversations

Use Search when you need to find conversations outside the active queue. Search supports:

• Date range filtering
• Keyword search across conversation content and exact conversation IDs
• Status and priority filters
• Advanced natural-language search when enabled
• Generated query inspection when available
• Server-backed pagination and sorting
• CSV export for the current search when allowed

Open a result to review the conversation in the Conversations workspace. You can enter a conversation ID such as CX15 directly in keyword search. ID matching is case-insensitive. For a quick lookup without leaving your current workspace, open Commands from the top of the sidebar or press Ctrl/Command+K. If your text does not match a navigation command, entering at least three characters searches conversations and shows up to ten recently updated matches. Select Search more … to open this page with the same keyword already applied and searched.

​

Use search responsibly

Search can expose customer history according to your permissions. Avoid exporting or sharing search results unless your role and tenant policy allow it.

​

Dashboard

Use Dashboard to review support performance and AI Assistant behavior. Dashboard reporting can include:

• Conversation volume
• Escalated conversation volume
• Time to agent
• Customer satisfaction estimates
• AI Assistant dashboard metrics
• Filterable charts and date ranges

Time to agent measures whole seconds from the AI Assistant’s formal escalation decision to the first qualifying human engagement on the same channel. For chat, that is the first public human-agent message. For voice, it is the first verified agent join in the active call. For email, it is the first public human-agent reply on the existing customer thread. Activity on another channel does not finish the measurement. If a conversation is escalated more than once, Dashboard reporting uses only its latest formal handoff measurement. Use Dashboard reporting for operational review, not as the sole source of truth for a single conversation. Open the conversation record when you need exact details.

​

Agent Workload

Owners and admins can open Reporting → Agent Workload to review current staffing and workload across the organization or one team. The summary cards show:

• Agents by Status: Ready, Not Ready, Off Duty, and Offline agents in the selected team scope. Agents without retained runtime state appear as Offline.
• Active Conversations: total non-closed conversations, with Open, Pending, and Resolved counts that add up to the total. When you select a configured team, all three card titles append that team’s name and Active Conversations counts only conversations associated with that team. With All Agents selected, card titles do not include a team suffix.
• Real-time Queued: total conversations currently Waiting or Offered by routing. All Agents sums every routing queue, including the default All Agents queue and configured team queues. Selecting a team scopes this card to that team’s queue only.

The Team filter defaults to All Agents and lists configured teams when any exist. The agent table shows each agent’s avatar, name, email, current status, and all currently active directly assigned conversations, including active Voice and Chat conversations. Its Current Load columns always show each displayed agent’s full load across teams, even when you select one team for the roster and summary. The table does not display roles. Current Load has no time limit. Three compact bordered groups compare Assigned and Closed activity for Today, This Week, and This Month. Use the timezone filter, which defaults to Browser Time, to define those calendar boundaries. This Week starts on Monday. Changing the Team or timezone reloads the report; filtering by status, agent name, or agent email, sorting, and page changes happen immediately in your browser without another report request. Select Refresh to read the latest available source data. The report marks unavailable or last-known values instead of presenting them as zero and shows the overall report refresh time near the title. Assigned counts any-state conversations currently assigned to the agent whose latest assignment time is in the displayed period. Closed counts currently closed conversations assigned to the agent whose durable close time is in the period. For a bounded first release, these period counts consider conversations created within the prior two calendar months. They use the current assignee, so they do not reconstruct prior assignment history or identify which agent performed a close. Open the conversation when you need its exact lifecycle.

​

Applied Insights

When Applied Insights is enabled for your organization, it provides reusable, custom reporting separately from the fixed operational Dashboard. When it is not enabled, the navigation opens the legacy Crescendo application instead. Depending on your role, you can:

• Ask follow-up questions in a private Analyst session without first creating a widget.
• Open tenant dashboards and reusable widgets.
• Preview and export displayed widget results.
• Build or refine widgets with the conversational builder.
• Import reusable widget specifications from the Shared library.
• Publish or unpublish a widget specification when you are an owner or admin.

A dashboard header shows the reporting range currently used by its processed widget results. Owners and admins can change that range from Dashboard settings; saving the change refreshes the dashboard widgets. The header range is informational and is not an inline filter. A shared widget contains its reusable specification only. It does not include source-tenant details, conversations, execution results, builder history, settings, credentials, or customer data. Importing creates a new widget in your current tenant. Some widgets may show a quiet 1 finding or N findings indicator when explicitly configured numeric conditions are met. A finding is evidence worth reviewing, not an alert or a confirmed root cause. The same indicator appears in the Widget Builder workbench after a run so builders can verify every configured condition before placing the widget on a dashboard. Open the indicator to inspect current and comparison values without creating work. If deeper validation is useful, select Investigate finding to open a private Analyst session grounded in the source dashboard or workbench, widget, exact execution, triggering rule, observed values, and reporting period. Analyst sessions are visible only to the person who created them. The Analyst can inspect enabled tenant data sources and run bounded, read-only queries across available conversation and commerce data. Exploring data does not automatically create a Widget or Dashboard. Start a Widget Builder flow separately when you want to turn a finding into reusable reporting. When a finding cites a canonical conversation ID such as CX304, select the ID to open that conversation in CXP and validate the supporting evidence. References remain selectable when they appear in prose, lists, or table cells. Only canonical CX followed by a positive number is navigable; older or synthetic ID formats and fenced code samples remain plain text. To scope a question to a specific Concierge, type @ followed by the start of its name anywhere in the composer, then choose it from the menu. CXP replaces the typed fragment with a name-only inline reference and keeps the cursor in the same sentence. The menu and pill do not expose internal IDs. The stable identity stays attached silently to the message even when multiple Concierges have similar names. When an investigation reveals a concrete AI Assistant quality problem, the Analyst may show an Optimization Agent proposal card. Review the finding, choose the target AI Assistant, adjust the goal if needed, and select Start Optimization Agent, or select Not now. Nothing starts automatically. The proposal stays above the composer while it waits for your decision, and the Analyst response continues only after you decide. Starting creates the new Optimization session with the approved goal and a bounded evidence summary so the agent can verify the finding before proposing changes. The completed proposal remains linked to its Optimization session. The Analyst conversation shows a New Optimization Agent session created receipt with a link to open it, and the Optimization workspace shows a link back to the source Analyst conversation. Starting the session does not automatically publish or apply changes to the AI Assistant.

​

Common workflows

Use Search and Reporting to:

• Find a prior conversation before replying.
• Review unresolved or pending work.
• Identify high-priority trends.
• Compare AI-handled and human-handled work.
• Review current agent availability, directly assigned work, and routing queues.
• Investigate a customer satisfaction trend.
• Continue a private data investigation across multiple questions.
• Investigate a widget finding without treating it as a confirmed root cause.
• Continue a confirmed finding in Optimization Agent.
• Reuse a shared widget specification without sharing customer data.