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 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 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.
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 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.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.