Reporting

How it works

The Reporting page gives you a clear view of your customer support and AI Agent performance. Open it from the main navigation menu. All metrics adjust automatically when you change the date range using the selector at the top.

What data is shown

Top three metrics

• Time to First Reply (TTFR) shows the average time from when a thread is created to the first reply, in hours, for the selected date range.

• Time to Reply (TTR) is the average time between replies in a conversation, in hours, for the selected date range.

• Time from Report to Implementation shows the median hours from a conversation being created to the first linked Linear issue being completed. On longer date ranges the trend line buckets by week or month instead of by day.

Conversations chart

The chart shows new conversations per day for the selected date range, with an average line so you can see how a given day compares to the period baseline.

Agent Performance

The agent table lists each team member along with their assigned thread count, Time to First Reply (TTFR), and Time to Reply (TTR). The AI Agent appears as its own entry with its assigned thread volume. A donut chart shows the distribution of threads across agents, and the list is sorted by number of assigned threads for easier comparison.

AI performance metrics

These charts used to be marked as internal-only. They are now part of the regular Reporting dashboard for every workspace:

• AI draft adoption breaks down every AI-generated draft into sent as-is, edited before sending, and discarded, and shows the overall adoption rate (sent as-is + edited) alongside total draft count.

• Where the AI hands off shows the reasons the AI Agent handed a conversation to a human, ranked by session count, so you can see what still needs a person.

• AI hours saved tracks resolved conversation volume over time as a proxy for time your team didn't have to spend replying manually.

• AI resolution rate plots AI-resolved conversations against total conversations per day, with the resolution rate percentage for the period.

Help center coverage gaps

This list surfaces the topics customers ask about most often that your help center doesn't answer well, so you know what to write next.

Tags Visualization

Tag groups are displayed with color coding, and each tag includes its name, icon, a feedback volume chart over time, a pain level indicator, and a total pain level score. Tags within each group are sorted by volume to highlight the most common issues.

All data respects the selected date range, which defaults to the last four weeks. The page updates instantly whenever you change the date range.

Customer Request Reporting

You can view customer requests for Linear projects and issues over time, to see which requests come up every week versus what spiked recently. This works even for customer requests not created in Productlane: hit CMD+K -> Sync Linear to bring them all over.