How to export support reports by inbox and agent to CSV

To export support reports by inbox and agent to CSV, go to Papo's Reports module (https://papo.global/), open the Agent Report, apply the desired inbox filter, and use the available export option. The CSV file will bring individual metrics — such as conversation volume, average response time, and CSAT — ready for analysis in Excel, Google Sheets, or any BI tool.

Process summary

Step	What to do	Result
Access Reports	Enter Papo's Reports module.	See available metric dashboards.
Filter by inbox	Select the inbox (WhatsApp, Instagram, email, etc.) you want to analyze.	Restrict analysis to a specific channel or group of channels.
View data by agent	Observe individual metrics for each agent who worked in that inbox.	Compare performance among agents in a segmented way.
Export CSV	Use the export option available in the report.	Download a table with all filtered data and open it in any spreadsheet.

How the inbox and agent filter works

Papo's platform brings multiple channels together in a single operation, but when evaluating team performance, it often makes sense to separate each source — for example, to understand whether agents working on WhatsApp are faster than those on Instagram.

The Agent Report, available in the Reports module, already shows metrics for all agents. When you apply an inbox filter, the dashboard narrows the data and displays only the performance related to conversations that went through that inbox. This way, you can compare agents within the same channel or check how the same agent performs across different channels.

In addition to productivity metrics — such as number of conversations handled and average first response time — the report can also include the CSAT (Customer Satisfaction) score given by the customer after the interaction, allowing a complete analysis of service quality.

Step by step to export the report

Go to the Reports module
On Papo's main dashboard, click Reports. The initial screen already shows the most recent KPIs for your operation.
Open the Agent Report
Within the module, find the report focused on individual team performance. That is where you find columns such as conversations handled, average response time, and CSAT scores.
Apply the inbox filter
At the top of the report, choose the inbox you want to isolate — for example, "WhatsApp Sales" or "Instagram Support". The filter is immediate and all numbers adjust automatically.
Review the metrics
Check conversation volume, average response time, SLA, and CSAT ratings for each agent in that filter. These indicators are already segmented by inbox.
Export the data to CSV
Use the export option available in the report. The downloaded file reflects exactly the current view — that is, only the data for the inbox and agents visible at that moment.
Open it in your preferred spreadsheet
The CSV can be imported into Excel, Google Sheets, Power BI, or any other tool. From there, you can create charts, cross-reference with historical data, or share it with leadership.

Metrics you find in the CSV

Metric	What it indicates	Practical use
Conversations handled	Total interactions handled by the agent in that inbox during the period.	Compare workload among team members.
Average response time	Time until the first response to the customer within the inbox.	Identify agents who are taking longer to start the interaction.
SLA	Percentage of responses within the deadline defined per inbox.	Evaluate adherence to service level targets.
CSAT	Average satisfaction score (1 to 5) given to the agent by customers.	Measure the quality of service provided.
Conversions (if applicable)	Interactions that generated an opportunity or sale.	Link agent performance to commercial results.

These fields may vary according to your account configuration and the plan you purchased. For full details, check the help center or Papo's website.

Who this type of export is useful for

Support coordinators who need to evaluate team performance by channel, identifying who stands out on WhatsApp, Instagram, or other sources.
Quality analysts who want to cross-reference CSAT with response time in external spreadsheets.
Operations managers who build dashboards in Power BI or Google Data Studio from real support data.
Companies that use multiple inboxes and want a granular view of agents' work in each one.

Frequently asked questions

Can I export the report for a single agent?

Yes. Just apply the agent filter — or keep only the desired agent's row visible — before exporting. The generated CSV follows the view on screen.

Does the CSV include the CSAT for each conversation?

The report consolidates data by agent and inbox. If your satisfaction survey is active and there are responses in the period, the CSAT score will appear in the exported table as an aggregated metric by agent.

Do I need to filter by period before choosing the inbox?

Yes. Always set the interval first (Today, Last 7 days, Last 30 days, or custom dates). Then apply the inbox filter so the data reflects the correct period.

Can I export multiple inboxes at the same time?

The platform's default behavior allows selecting one inbox at a time. To consolidate data from multiple inboxes, simply repeat the export for each one and merge the spreadsheets externally.

Does the CSV show Agent Report data even without CSAT?

Yes. Productivity metrics (volume, response time, SLA) are always available, regardless of CSAT collection.

Is the exported data in real time?

Papo's reports are updated with conversations that have already passed through the platform, so the CSV reflects the operation's reality up to the moment of export.