Read group activity and staff reports
Compare staff and group activity, inspect promise outcomes and export enabled reports.
Open the right report
Open panel.bow.chat → Groups Monitoring or Group SLAs → SLA reports. Choose Activity to open Activity reports. Advanced reporting and CSV export are enabled separately for each account; ask Bow Chat support if the section you need is missing.
Choose a view
User load — User/day: see each person's daily message activity and the groups they wrote in. Use People = Staff for a staff review.
Group load — Group/day: find busy groups and compare activity with configured staff coverage. Assigned staff reflects configured coverage; active staff reflects people who actually sent messages during the period.
Group/user detail — Group/user/day: inspect who wrote in each group on each day. Use it to investigate an uneven workload or an unexpectedly quiet staff row.
Set the filters
- Set From and To, and check the report's timezone.
- Choose People: Staff, Clients, All participants or Unmapped participants.
- Choose Groups: Monitored groups or All captured groups.
- Refresh the report. Use its row count and page controls to inspect the results.
- If CSV export is enabled, choose Export User load, Export Group load or Export Group/user detail for the matrix you need.
All captured groups and monitored groups are different populations. Keep the same dates, timezone, people and group scope when comparing results. Correct the staff directory if people are missing or classified incorrectly.
Read activity alongside outcomes
Message counts show volume, not whether a customer received a useful answer or a request was resolved. Use the SLA report for response and resolution outcomes, and Staff promise scorecard for promises made, kept, open, late and overdue.
A person working across several groups or dates may appear in several rows. Daily activity totals should not be read as a count of unique employees across the whole period. The message-per-assigned-staff measure uses configured assignments, not a direct measure of each person's capacity or performance.
For an empty report, check dates, filters, staff mapping, account access and whether captured activity exists for that period. New configuration changes do not rewrite older processed rows. For SLA summaries, check the displayed report coverage before treating a recent request list as an all-time total.
Choose an export
Activity CSVs contain report rows. For the conversation's public message history, use Conversation export. A separately enabled Daily chat data export provides scheduled incremental account chat files; it is distinct from a scheduled management summary.