We run our customer support entirely through GHL Conversations: SMS, email, and live chat but GHL has no reporting on any of it. We currently pay for FreshDesk to fill the gap, and it only ingests email. Our SMS and live chat volume, which is most of our support traffic, is completely invisible. We're paying for a second platform and still flying blind on two of three channels.

We need a Conversations reporting dashboard, filterable by channel and date range:

Response & resolution - first response time, average resolution time, SLA breach flagging

Volume & backlog - conversations received per channel, open vs. closed, aging/unanswered queue, peak hours for staffing

Agent performance - conversations handled, response and resolution time per agent, workload distribution

GHL already holds all this data. Surfacing it natively would let a lot of us drop the external helpdesk we're paying for one that can't even see our SMS and chat.