--- title: "Engage Reports: Track Calls, Messages and Team Performance" description: "Engage Reports explained: call answer rates, AI receptionist coverage, message volume by channel, reply times and per-teammate performance." --- [Skip to content](https://support.pabau.com/en/pabau2/engage-reports#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [Engage](https://support.pabau.com/en/pabau2/engage?hsLang=en) 3. [Getting Started](https://support.pabau.com/en/pabau2/engage?hsLang=en#getting-started) # Engage Reports: Track Calls, Messages and Team Performance ## Engage Reports explained: call answer rates, AI receptionist coverage, message volume by channel, reply times and per-teammate performance. Engage Reports shows how your clinic connects — every call, every conversation, and the team behind them. This article walks through the three tabs and how to read them. **Opening Reports** Click the **Reports** icon in the rail on the far left of Engage. Use the range picker in the top right to switch between **7 days**, **30 days**, **This month** and **90 days**. **The Voice Tab** The headline tiles show **Total calls**, **Answered live**, **Not answered live**, **Avg call length** and your **Answer rate**. Below, **Call volume** charts inbound against outbound calls day by day. ![The Voice tab of Engage Reports with call KPI tiles and the call volume chart.](https://support.pabau.com/hubfs/engage-kb-v2/recon-reports.png) The **When you couldn’t pick up** section is the one to watch: it follows every ring you did not answer live and shows where it ended up — answered by your **AI receptionist**, **left a voicemail**, or lost — split by your opening hours. It is the quickest way to see what the AI is catching for you out of hours. **The Messages Tab** Tiles show **Messages sent** and **received** (with change against the previous period), **Active conversations**, **Median first reply** and **Never replied to**. **Volume by channel** stacks every message by where the conversation lives — SMS, email, WhatsApp, fax, Instagram, web chat and Facebook — and **Received vs sent** shows whether replies are keeping pace with what is coming in. ![The Messages tab of Engage Reports with message KPIs, volume by channel and received-vs-sent charts.](https://support.pabau.com/hubfs/engage-kb-v2/recon-reports-messages.png) **The Team Tab** **Team performance** lists each teammate’s messages, conversations, first-reply time, calls and talk time, with an activity sparkline — click a column to sort. The tiles above summarise active teammates, messages sent by the team, the team’s median first reply and calls handled in Engage. ![The Team tab of Engage Reports with per-teammate performance metrics.](https://support.pabau.com/hubfs/engage-kb-v2/recon-reports-team.png) **TIP:** Median first reply is the number clients feel. If it creeps up, create a "Waiting on us" view so overdue conversations surface first — see our **How to Create Views in Engage** article. ---   **Related Articles** We suggest reading our [How to Create Views in Engage](https://support.pabau.com/en/pabau2/how-to-create-views-in-engage?hsLang=en) article to act on what the reports show you. For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account. 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