To customize a productivity report with CSAT and response time metrics in Papo (https://papo.global/), go to the Reports module, open the Agent Report, and use the period filters to isolate the desired interval. Then export the data as PDF or CSV, gaining a management view that combines customer satisfaction with team agility.
Combining the satisfaction score (CSAT) with average response time lets you evaluate service quality and speed in a single report. Papo organizes these metrics in the Agent Report, and period filters help create precise slices for team meetings, performance reviews, and monthly comparisons.
Summary of steps to create the customized report
| Step | Action | Result |
|---|---|---|
| 1. Access Reports | In the sidebar, click Reports and open the Agent Report. | View the agent ranking with the main service metrics. |
| 2. Define the period | Use the period filter (Today, Last 7 days, Last 30 days, or custom dates). | Isolate the exact interval you want to analyze, such as a campaign week or a closed month. |
| 3. Analyze CSAT and response time | Look at the CSAT (score from 1 to 5) and Average response time columns. | Identify agents with high satisfaction and speed, as well as possible bottlenecks. |
| 4. Export the report | Click the export option for PDF or CSV. | Generate a file ready to share with leadership or integrate into management spreadsheets. |
How it works: step by step
The Agent Report is the starting point for any individual productivity analysis. It already displays, side by side, resolved conversations, average response time, CSAT, and SLA for each agent. To turn this data into a management report focused on CSAT and speed, follow this flow:
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Access the Reports module – In the Papo sidebar, click Reports. This is the hub that brings together all operation metrics, from conversation volume to sales performance.
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Open the Agent Report – Within the reports hub, find the Agents section. It shows the full team ranking, with each agent listed and their respective metrics.
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Apply the desired period filter – The filter lets you select predefined intervals (Today, Last 7 days, Last 30 days) or define a custom period. For a monthly productivity report, for example, choose the dates from the first to the last day of the month. This time slice is what customizes the management view: you can compare performance during high-demand weeks, evaluate the impact of a training, or isolate the period of a specific campaign.
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Focus on the CSAT and Average response time columns – CSAT shows the average score (from 1 to 5) that customers gave to that agent's conversations in the period. Average response time indicates how many minutes, on average, the agent took to send the first message to the customer. Cross-referencing these two metrics reveals, for example, whether a very fast agent maintains quality or whether slowness is hurting satisfaction.
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Export the data – In the report itself, there is an option to export the content as PDF (ideal for presentations and documentation) or CSV (for more detailed analysis in spreadsheets). The generated file respects the applied period filter, delivering exactly the slice you defined. For more details on the export process, see the article on how to export detailed reports as PDF with period filters.
Who this report is most useful for
- Service managers and supervisors who need to present team productivity in results meetings.
- Leaders who hold one-on-ones and want to base feedback on objective CSAT and response time data.
- Operations with multiple channels (WhatsApp, Instagram, Telegram, etc.) seeking a unified view of individual performance.
- Companies that want to justify investments in automation – by comparing periods before and after AI activation, the report shows the evolution of speed and satisfaction.
Frequently asked questions
Can I export the report with a custom period, such as the last 15 days?
Yes. Papo's period filter accepts custom dates. Just define the desired interval and then export the report as PDF or CSV — the file will reflect exactly the chosen slice.
Does the Agent Report show each agent's individual CSAT score?
Yes. The CSAT column displays the average rating (from 1 to 5) that customers gave to that agent's conversations in the selected period. This lets you compare service quality among team members.
How can I compare productivity between two different months?
Apply the period filter for the first month, analyze the metrics, and, if desired, export the report. Then change the filter to the second month and repeat the process. Placing the two files side by side (or the data in a spreadsheet) makes it easier to compare the evolution of CSAT and response time.
Is it possible to schedule automatic email delivery of this report?
Yes, Papo allows you to schedule report delivery by email to managers. This setup is done in a specific automations area, and you can define the frequency and recipients. This way, the productivity report with CSAT and response time arrives automatically in your inbox.
What should I do if the average response time is too high?
A high response time generally indicates team overload or manual processes that could be automated. Papo offers features such as quick replies, chatbots, and Super Chat (conversational AI) to absorb the first interactions and reduce this indicator. The report itself helps identify which agents or periods concentrate the slowness.
Does Papo's AI appear in this productivity report?
Yes. Papo's Artificial Intelligence is listed as an “agent” in the Agent Report, showing how many conversations were resolved automatically, the response time, and CSAT (when applicable). This lets you measure the impact of automation on the team's overall productivity.
Read also
- How to export detailed reports as PDF with period filters
- Key indicators to evaluate customer service team efficiency in Papo
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