The Overview report is your team's support activity and financials over a date range you pick, broken down into stats, charts, and tables. Here's what each piece actually means.
Who can see this
Only Admins (and the store owner) see the full Reports section. Everyone else, including Managers, is sent to their own My Performance page instead.
Date range & comparison
- Date range : picks the period every stat, chart, and table on this page is calculated over.
- Compare : adds a second period so each stat shows a % change against it.
Overview stats
The stat row scrolls horizontally, drag it or use your scroll wheel to see all 10. Click one to change the chart below it.
- New Conversations : total new conversations started in this period.
- Resolved Conversations : conversations marked as resolved during this period.
- Messages Received : total inbound messages received from customers in this period.
- Messages Sent : total outbound messages sent by agents in this period.
- Resolution Rate : percentage of conversations created in this period that were resolved.
- First Response : average time between a conversation being created and the first outbound reply sent by an agent.
- Avg Response Time : average time between any customer message and the next agent reply. Lower is better.
- Resolution Time : average time from the customer's first message to the last time the conversation was closed.
- Effort Score : average number of messages exchanged per resolved conversation. Lower means customers get help faster with less back-and-forth.
- Revenue at Risk : estimated order value from customers who currently have open, unresolved conversations, based on their most recent Shopify order.
Financial Overview
Needs a connected Shopify store, see Setting up Voria . This row also scrolls horizontally.
- Revenue : total value of all orders placed during this period, before refunds or chargebacks.
- Refunds : total amount refunded to customers for orders in this period.
- Chargebacks : total disputed amount from payment chargebacks initiated during this period (Shopify Payments only).
- Net Revenue : revenue minus refunds and chargebacks, the actual income collected.
- Refund Rate : refunded amount as a percentage of total revenue. A high rate may indicate product or fulfillment issues.
- Chargeback Rate : disputed amount as a percentage of total revenue. Elevated rates can trigger payment processor reviews.
Breakdown by inbox and label
Two tables split your conversations by inbox (channel) and by label, using the same 8 columns:
- New Convs : total new conversations started in this period.
- Resolved : conversations marked as resolved during this period.
- Msg. Received : total inbound messages received from customers in this period.
- Msg. Sent : total outbound messages sent by agents in this period.
- Resolution Rate : percentage of conversations created in this period that were resolved.
- First Response : average time between a conversation being created and the first outbound reply sent by an agent.
- Avg Response : average time between any customer message and the next agent reply. Lower is better.
- Resolution Time : average time from the customer's first message to the last time the conversation was closed.
Agents
A summary table, one row per agent, for this period:
- Assigned : total conversations assigned to this agent in this period.
- Resolved : conversations closed by this agent in this period.
- Resolution Rate : percentage of assigned conversations that were resolved.
- Msg. Sent : total outbound messages sent by this agent.
- First Response : average time from conversation creation to this agent's first reply.
- Avg Response : average time between any customer message and this agent's next reply.
- Resolution Time : average time from the customer's first message to conversation close, for conversations resolved by this agent.
For the deeper per-agent view (activity heatmap, personal chart, conversation list), see Agent performance report .
Exporting
Click Export PDF to download everything on this page, stats, financials, and both breakdown tables, for the selected date range.