feat(reports): align v2 csv downloads

docs/CHATWOOT_PARITY_DEVELOPMENT_PLAN.md

@@ -49,12 +49,12 @@ Hermes task landing checklist:
 
 ## Current Baseline
 
-- Current tracking checkpoint: 2026-06-06 API v2 reports envelope/date-parameter parity checkpoint, prepared as `feat(reports): align v2 report envelopes`.
-- Latest implementation checkpoint: this checkpoint, prepared as `feat(reports): align v2 report envelopes`.
-- Latest documentation/tooling checkpoint: this tracker update records P3.40 API v2 report response/date parity plus the committed P3.39 baseline and landed parity tracker history; this document is the active follow-up plan and supersedes `.hermes/plans/*`.
+- Current tracking checkpoint: 2026-06-06 API v2 reports CSV/download parity checkpoint, prepared as `feat(reports): align v2 csv downloads`.
+- Latest implementation checkpoint: this checkpoint, prepared as `feat(reports): align v2 csv downloads`.
+- Latest documentation/tooling checkpoint: this tracker update records P3.41 API v2 report CSV/download parity plus the committed P3.40/P3.39 baseline and landed parity tracker history; this document is the active follow-up plan and supersedes `.hermes/plans/*`.
 - Plan landing status: complete for the current known Hermes plans and user-confirmed scope. Future work should update this file directly instead of opening a parallel tracker.
-- Worktree status at this implementation checkpoint: API v2 reports from `reference/chatwoot/config/routes.rb:481-509`, `Api::V2::Accounts::ReportsController`, `SummaryReportsController`, `LiveReportsController`, and reused dashboard `reports.js`, `summaryReports.js`, and `liveReports.js` are aligned for frontend date params and raw JSON envelopes. Report and summary-report handlers now accept Chatwoot Unix-second `since/until` params while preserving RFC3339 compatibility, and API v2 reports/live_reports/summary_reports return raw JSON instead of the local `{ success, data }` envelope. Profile MFA, Facebook callbacks, account WhatsApp calls, onboarding, notification scoping, API v2 year-in-review, and WhatsApp calling toggle parity remain implemented from previous checkpoints. Live API/browser/enterprise smoke still needs the full PostgreSQL/Redis/Meilisearch/GoChat/Vite/Chrome stack.
-- Next executable implementation checkpoint: continue Phase 2/3 drift audit, Phase 6 placeholder audit, or B12 live smoke from fresh reference/smoke evidence.
+- Worktree status at this implementation checkpoint: API v2 reports from `reference/chatwoot/config/routes.rb:481-509`, `Api::V2::Accounts::ReportsController`, CSV templates under `app/views/api/v2/accounts/reports`, `ReportsHelper`, `HeatmapHelper`, and reused dashboard `reports.js` are aligned for frontend report downloads. `agents`, `inboxes`, `labels`, `teams`, `conversations_summary`, and `conversation_traffic` now return `text/csv` attachments with Chatwoot filenames and headers; standard report CSVs include the Chatwoot reporting-period row and frontend Unix-second `since/until` support; `conversation_traffic` accepts frontend `days_before`/`timezone_offset` without requiring `since/until` while preserving `since/until` compatibility. P3.40 raw JSON/date parity for non-download v2 report, live report, and summary report endpoints remains implemented. Profile MFA, Facebook callbacks, account WhatsApp calls, onboarding, notification scoping, API v2 year-in-review, and WhatsApp calling toggle parity remain implemented from previous checkpoints. Live API/browser/enterprise smoke still needs the full PostgreSQL/Redis/Meilisearch/GoChat/Vite/Chrome stack.
+- Next executable implementation checkpoint: continue Phase 2/3 drift audit for deeper report metric-builder drift or the next reused-frontend mismatch, Phase 6 placeholder audit, or B12 live smoke from fresh reference/smoke evidence.
 - `go test ./...` passes when run outside the restricted socket sandbox; focused Facebook callback handler/router/route-parity tests pass in the sandbox.
 - Route dump succeeds with `967` registered routes after profile MFA route tracking.
 - Route parity artifacts now exist under `docs/parity/` and are generated by `cmd/route_parity`.
@@ -140,6 +140,7 @@ This table is the shortest authoritative handoff view. If an older lower section
 
 | Priority | Workstream | Current state | Next checkpoint | Commit close rule |
 | --- | --- | --- | --- | --- |
+| 0 | P3.41 API v2 reports CSV/download parity | Implemented for reused dashboard report download clients: `GET /api/v2/accounts/:account_id/reports/agents`, `/inboxes`, `/labels`, `/teams`, `/conversations_summary`, and `/conversation_traffic` now follow the inspected Chatwoot v2 reports controller, CSV templates, `ReportsHelper`, `HeatmapHelper`, and `reports.js` download actions by returning `text/csv` attachments instead of JSON. Standard download reports emit Chatwoot filenames, reporting-period row, localized English header text from the reference locale, readable duration formatting, and account-scoped agent/inbox/team/label/conversation-summary rows. `conversation_traffic` accepts frontend `days_before` plus `timezone_offset` without requiring `since/until`, emits `conversation_traffic_reports.csv`, a timezone row, and hourly heatmap rows; explicit `since/until` remains compatible for local callers. | Keep in Review; reopen from B12 reports smoke or fresh reference evidence for exact metric-builder aggregation drift, ActiveSupport timezone display-name drift, business-hours summary drift, channel display-name drift, or CSV row ordering/body differences beyond the inspected download contract. | Focused Analytics handler CSV tests, full `go test ./...`, and `git diff --check` must pass. No route artifacts change. |
 | 0 | P3.40 API v2 reports envelope/date parity | Implemented for reused dashboard reports clients: `GET /api/v2/accounts/:account_id/reports*`, `/summary_reports/*`, and `/live_reports/*` now follow the inspected Chatwoot v2 controllers by accepting Unix-second `since/until` params from `reports.js`/`summaryReports.js`, preserving existing RFC3339 compatibility for local callers, and returning raw JSON arrays/objects for reports, live reports, and summary reports instead of the local `{ success, data }` envelope. | Keep in Review; reopen from B12 reports smoke or fresh reference evidence for CSV body column drift, deeper metric-builder shape drift, authorization payload drift, or report CSV download content differences beyond this raw JSON/date-parameter slice. | Focused Analytics/SummaryReport/LiveReport handler tests, full `go test ./...`, and `git diff --check` must pass. No route artifacts change. |
 | 0 | P3.39 profile MFA route/payload parity | Implemented for reused dashboard profile MFA settings: `GET/PATCH/PUT /api/v1/profile`, profile action routes, and no-trailing `GET/POST/DELETE /api/v1/profile/mfa` plus `POST /profile/mfa/verify` and `POST /profile/mfa/backup_codes` are registered and tracked from `routes.rb:421-435`; profile MFA status returns raw `{ feature_available, enabled, backup_codes_generated }`; setup returns raw `{ provisioning_url, secret }` while persisting a pending TOTP secret; verify accepts frontend `otp_code`, enables MFA, and returns raw `{ enabled: true, backup_codes }`; backup-code regeneration validates the active OTP; destroy validates the current password plus OTP/backup-code and returns raw `{ enabled: false }`; legacy `/api/v1/auth/mfa/*` routes remain compatibility endpoints. | Keep in Review; reopen only if live profile security settings smoke exposes MFA feature-flag gating drift, backup-code storage shape drift, Devise password validation drift, or profile serializer fields beyond the inspected controller/Jbuilder/frontend contract. | Focused MFA handler/router/route-parity tests, route dump/parity regeneration (`967` routes; `421 exact`, `18 parameter-compatible`, `0 missing out of 439`), full `go test ./...`, and `git diff --check` must pass. |
 | 0 | P3.38 Facebook callbacks route/payload parity | Implemented for reused dashboard Facebook login and reauthorization flows: account-level `GET/POST /api/v1/accounts/:account_id/callbacks/register_facebook_page`, `POST /callbacks/facebook_pages`, frontend `.json` alias, and `POST /callbacks/reauthorize_page` are registered and tracked from `routes.rb:106-111`; page discovery exchanges `omniauth_token` for a long-lived user token through a fakeable Facebook provider boundary and returns `{ data: { page_details, user_access_token } }` with Chatwoot `exists` flags; register creates a Facebook inbox/channel from callback payloads and returns the raw callback Jbuilder fields; reauthorize validates account-scoped Facebook inboxes, refreshes the matching page token, clears `reauthorization_required`, updates inbox channel config, and returns `{ data: inbox }`. | Keep in Review; reopen only if live Facebook login smoke exposes Koala pagination/body drift, avatar import side-effect requirements, Facebook page subscription setup drift, or inbox serializer fields beyond the inspected callbacks controller/Jbuilder/frontend contract. | Focused Facebook callback handler tests, router/route-parity tests, route dump/parity regeneration (`963` routes; `407 exact`, `18 parameter-compatible`, `0 missing out of 425`), full `go test ./...`, and `git diff --check` must pass. |
@@ -263,6 +264,7 @@ This ledger records the committed parity checkpoints that future slices should b
 
 | Commit | Scope | Verification summary | Follow-up state |
 | --- | --- | --- | --- |
+| `feat(reports): align v2 csv downloads` | Advances P3.41 API v2 reports CSV/download parity by matching Chatwoot `Api::V2::Accounts::ReportsController`, CSV templates `agents/inboxes/labels/teams/conversations_summary/conversation_traffic`, `ReportsHelper`, `HeatmapHelper`, locale CSV labels, and reused dashboard `reports.js` download actions. GoChat now returns `text/csv` attachments for report downloads, emits Chatwoot filenames and headers, keeps Unix-second `since/until` report period support, formats durations like Chatwoot's time presenter, and lets `conversation_traffic` run from frontend `days_before`/`timezone_offset` without requiring `since/until`. | `go test ./internal/handler/api/v1 -run Analytics -count=1`; full `go test ./...`; `git diff --check`. Route artifacts are unchanged. | P3.41 moves to Review for current CSV/download evidence; continue Phase 2/3 drift audit for metric-builder/timezone/body-depth drift, Phase 6 placeholder audit, B12 live smoke, or fresh reference/smoke drift. |
 | `feat(reports): align v2 report envelopes` | Advances P3.40 API v2 reports envelope/date-parameter parity by matching Chatwoot `Api::V2::Accounts::ReportsController`, `SummaryReportsController`, `LiveReportsController`, routes `481-509`, and reused dashboard `reports.js`, `summaryReports.js`, and `liveReports.js`. GoChat now accepts Unix-second `since/until` report params from the frontend while preserving RFC3339 compatibility, and returns raw Chatwoot-style JSON arrays/objects for reports, summary reports, and live reports instead of the local `{ success, data }` envelope. | `go test ./internal/handler/api/v1 -run 'Analytics\|SummaryReport\|LiveReport' -count=1`; full `go test ./...`; `git diff --check`. Route artifacts are unchanged. | P3.40 moves to Review for the current v2 report JSON/date evidence; continue Phase 2/3 drift audit for CSV/metric-builder depth, Phase 6 placeholder audit, B12 live smoke, or fresh reference/smoke drift. |
 | `feat(profile): align mfa payloads` | Advances P3.39 profile MFA route/payload parity by matching Chatwoot `Api::V1::ProfilesController`, `Api::V1::Profile::MfaController`, MFA Jbuilder views, routes `421-435`, and reused dashboard `mfa.js`/profile MFA settings flow. GoChat now exposes no-trailing profile MFA routes, tracks profile route parity, returns raw MFA status/create/verify/destroy/backup-code payloads, persists pending setup secrets, verifies frontend `otp_code`, returns and stores backup-code hashes, and validates password plus OTP/backup-code for disable while preserving legacy `/auth/mfa` compatibility endpoints. | `go test ./internal/auth ./internal/handler/api/v1 ./internal/router ./cmd/route_parity -run 'MFA\|Profile\|RegisterRoutes\|RouteParity' -count=1`; `go run ./cmd/dump_routes > docs/parity/gochat_routes.txt`; `go run ./cmd/route_parity`; full `go test ./...`; `git diff --check`. Route dump is `TOTAL: 967`; tracked route parity is `421 exact, 0 method-compatible, 18 parameter-compatible, 0 missing out of 439`. | P3.39 moves to Review for current profile MFA evidence; continue Phase 2/3 drift audit, Phase 6 placeholder audit, B12 live smoke, or fresh reference/smoke drift. |
 | `feat(channels): align facebook callbacks` | Advances P3.38 Facebook callbacks route/payload parity by matching Chatwoot `Api::V1::Accounts::CallbacksController`, callback Jbuilder views/specs, routes `106-111`, and reused dashboard `fbChannel.js`/`endPoints.js`/Facebook reauthorize store flow. GoChat now exposes account-level register/page-discovery/reauthorize callback routes, supports the frontend `.json` page-discovery alias, exchanges short-lived login tokens through a fakeable provider boundary, marks existing Facebook pages, creates Facebook inboxes from callback payloads, persists `user_access_token`, refreshes page tokens and inbox channel config on reauthorize, and returns Chatwoot-shaped raw callback payloads. | `go test ./internal/handler/api/v1 ./internal/channel/facebook ./internal/router ./cmd/route_parity -run 'Facebook\|RegisterRoutes\|RouteParity' -count=1`; `go run ./cmd/dump_routes > docs/parity/gochat_routes.txt`; `go run ./cmd/route_parity`; full `go test ./...`; `git diff --check`. Route dump is `TOTAL: 963`; tracked route parity is `407 exact, 0 method-compatible, 18 parameter-compatible, 0 missing out of 425`. | P3.38 moves to Review for current Facebook callback evidence; continue Phase 2/3 drift audit, Phase 6 placeholder audit, B12 live smoke, or fresh reference/smoke drift. |
@@ -2512,3 +2514,4 @@ Verification milestone gates:
 - 2026-06-06: P3.39 profile MFA checkpoint committed as `21421c6 feat(profile): align mfa payloads`; audited Chatwoot profile/profile-MFA controllers, MFA Jbuilder views, routes `421-435`, reused dashboard `mfa.js`, and profile MFA settings flow. GoChat now tracks profile routes, registers no-trailing and trailing MFA route variants, returns raw MFA status/create/verify/destroy/backup-code payloads, persists pending setup secrets, stores backup-code hashes, validates password plus OTP/backup-code for disable, and preserves legacy `/api/v1/auth/mfa/*` compatibility endpoints. Focused MFA/profile/router/route-parity tests, route dump/parity regeneration (`TOTAL: 967`; `421 exact`, `18 parameter-compatible`, `0 missing out of 439`), full `go test ./...`, and `git diff --check` passed.
 - 2026-06-06: Documentation checkpoint prepared as `docs: land parity execution tracker`; confirms the clean committed baseline at `21421c6 feat(profile): align mfa payloads`, makes `docs/CHATWOOT_PARITY_DEVELOPMENT_PLAN.md` the self-contained active tracker for the user-confirmed scope, marks `.hermes/plans/*` as source notes only, replaces stale next-slice wording with the Phase 2/3 audit, Phase 6 placeholder audit, and B12 live-smoke queue, and records the missing P3.35-P3.39 progress entries. Verification for this docs-only checkpoint: `git diff --check`.
 - 2026-06-06: P3.40 API v2 reports checkpoint prepared as `feat(reports): align v2 report envelopes`; audited Chatwoot v2 reports, summary reports, and live reports controllers plus reused dashboard `reports.js`, `summaryReports.js`, and `liveReports.js`. GoChat report handlers now accept frontend Unix-second `since/until` params while preserving RFC3339 compatibility, and v2 reports/live_reports/summary_reports return raw Chatwoot JSON arrays/objects instead of the local `{ success, data }` envelope. Focused Analytics/SummaryReport/LiveReport handler tests, escalated full `go test ./...`, and `git diff --check` passed. No route artifacts change.
+- 2026-06-06: P3.41 API v2 reports CSV/download checkpoint prepared as `feat(reports): align v2 csv downloads`; audited Chatwoot v2 reports CSV actions, templates, ReportsHelper/HeatmapHelper, locale headers, and reused dashboard report download clients. GoChat now returns `text/csv` attachments for agents/inboxes/labels/teams/conversations_summary/conversation_traffic, emits Chatwoot filenames/reporting-period/header rows, renders readable durations, and accepts `conversation_traffic` frontend `days_before`/`timezone_offset` without requiring `since/until`. Focused Analytics CSV tests, escalated full `go test ./...`, and `git diff --check` passed. No route artifacts change.

internal/handler/api/v1/analytics_handler.go

@@ -1,6 +1,7 @@
 package v1
 
 import (
+	"encoding/csv"
 	"net/http"
 	"strconv"
 	"time"
@@ -100,6 +101,93 @@ func parseChatwootReportTime(value string) (time.Time, error) {
 	return time.Parse(time.RFC3339, value)
 }
 
+func parseReportBusinessHours(c *gin.Context) bool {
+	return c.Query("business_hours") == "true" || c.Query("business_hours") == "1"
+}
+
+func parseConversationTrafficRange(c *gin.Context) (time.Time, time.Time, float64, bool) {
+	timezoneOffset := 0.0
+	if raw := c.Query("timezone_offset"); raw != "" {
+		parsed, err := strconv.ParseFloat(raw, 64)
+		if err != nil {
+			response.AbortWithStatusError(c, http.StatusBadRequest, response.ErrBadRequest, "invalid timezone_offset")
+			return time.Time{}, time.Time{}, 0, false
+		}
+		timezoneOffset = parsed
+	}
+
+	if c.Query("since") != "" || c.Query("until") != "" {
+		since, until, ok := parseDateRange(c)
+		return since, until, timezoneOffset, ok
+	}
+
+	daysBefore := 6
+	if raw := c.Query("days_before"); raw != "" {
+		parsed, err := strconv.Atoi(raw)
+		if err != nil {
+			response.AbortWithStatusError(c, http.StatusBadRequest, response.ErrBadRequest, "invalid days_before")
+			return time.Time{}, time.Time{}, 0, false
+		}
+		daysBefore = parsed
+	}
+
+	loc := fixedOffsetLocation(timezoneOffset)
+	now := time.Now().In(loc)
+	untilLocal := time.Date(now.Year(), now.Month(), now.Day(), 0, 0, 0, 0, loc)
+	sinceLocal := untilLocal.AddDate(0, 0, -daysBefore)
+	return sinceLocal.UTC(), untilLocal.UTC(), timezoneOffset, true
+}
+
+func fixedOffsetLocation(offsetHours float64) *time.Location {
+	seconds := int(offsetHours * 3600)
+	return time.FixedZone(reportTimezoneName(offsetHours), seconds)
+}
+
+func reportTimezoneName(offsetHours float64) string {
+	if offsetHours == 0 {
+		return "UTC"
+	}
+	sign := "+"
+	if offsetHours < 0 {
+		sign = "-"
+		offsetHours = -offsetHours
+	}
+	totalMinutes := int(offsetHours*60 + 0.5)
+	return "UTC" + sign + twoDigit(totalMinutes/60) + ":" + twoDigit(totalMinutes%60)
+}
+
+func twoDigit(value int) string {
+	if value < 10 {
+		return "0" + strconv.Itoa(value)
+	}
+	return strconv.Itoa(value)
+}
+
+func writeReportCSV(c *gin.Context, filename string, since, until time.Time, headers []string, rows [][]string) {
+	c.Header("Content-Type", "text/csv")
+	c.Header("Content-Disposition", "attachment; filename="+filename+".csv")
+	writer := csv.NewWriter(c.Writer)
+	_ = writer.Write([]string{"Reporting period " + since.Format("2006-01-02") + " to " + until.Format("2006-01-02")})
+	_ = writer.Write([]string{})
+	_ = writer.Write(headers)
+	for _, row := range rows {
+		_ = writer.Write(row)
+	}
+	writer.Flush()
+}
+
+func writeConversationTrafficCSV(c *gin.Context, timezoneOffset float64, rows [][]string) {
+	c.Header("Content-Type", "text/csv")
+	c.Header("Content-Disposition", "attachment; filename=conversation_traffic_reports.csv")
+	writer := csv.NewWriter(c.Writer)
+	_ = writer.Write([]string{"Timezone", reportTimezoneName(timezoneOffset)})
+	_ = writer.Write([]string{})
+	for _, row := range rows {
+		_ = writer.Write(row)
+	}
+	writer.Flush()
+}
+
 // Summary returns account-level aggregated metrics.
 // GET /api/v1/accounts/:account_id/reports/summary
 func (h *AnalyticsHandler) Summary(c *gin.Context) {
@@ -134,14 +222,21 @@ func (h *AnalyticsHandler) AgentMetrics(c *gin.Context) {
 		return
 	}
 
-	result, err := h.svc.GetAgentMetrics(c.Request.Context(), accountID, since, until)
+	result, err := h.svc.GetAgentReportCSVRows(c.Request.Context(), accountID, since, until, parseReportBusinessHours(c))
 	if err != nil {
 		applogger.L().Errorf("Agent metrics report: %v", err)
 		response.AbortWithStatusError(c, http.StatusInternalServerError, response.ErrInternal, "failed to generate agent metrics")
 		return
 	}
 
-	c.JSON(http.StatusOK, result)
+	writeReportCSV(c, "agents_report", since, until, []string{
+		"Agent name",
+		"Assigned conversations",
+		"Avg first response time",
+		"Avg resolution time",
+		"Avg customer waiting time",
+		"Resolution Count",
+	}, result)
 }
 
 // InboxMetrics returns metrics grouped by inbox.
@@ -156,14 +251,20 @@ func (h *AnalyticsHandler) InboxMetrics(c *gin.Context) {
 		return
 	}
 
-	result, err := h.svc.GetInboxMetrics(c.Request.Context(), accountID, since, until)
+	result, err := h.svc.GetInboxReportCSVRows(c.Request.Context(), accountID, since, until, parseReportBusinessHours(c))
 	if err != nil {
 		applogger.L().Errorf("Inbox metrics report: %v", err)
 		response.AbortWithStatusError(c, http.StatusInternalServerError, response.ErrInternal, "failed to generate inbox metrics")
 		return
 	}
 
-	c.JSON(http.StatusOK, result)
+	writeReportCSV(c, "inboxes_report", since, until, []string{
+		"Inbox name",
+		"Inbox type",
+		"No. of conversations",
+		"Avg first response time",
+		"Avg resolution time",
+	}, result)
 }
 
 // LabelMetrics returns metrics grouped by label.
@@ -178,14 +279,21 @@ func (h *AnalyticsHandler) LabelMetrics(c *gin.Context) {
 		return
 	}
 
-	result, err := h.svc.GetLabelMetrics(c.Request.Context(), accountID, since, until)
+	result, err := h.svc.GetLabelReportCSVRows(c.Request.Context(), accountID, since, until, parseReportBusinessHours(c))
 	if err != nil {
 		applogger.L().Errorf("Label metrics report: %v", err)
 		response.AbortWithStatusError(c, http.StatusInternalServerError, response.ErrInternal, "failed to generate label metrics")
 		return
 	}
 
-	c.JSON(http.StatusOK, result)
+	writeReportCSV(c, "labels_report", since, until, []string{
+		"Label",
+		"No. of conversations",
+		"Avg first response time",
+		"Avg resolution time",
+		"Avg reply time",
+		"Resolution Count",
+	}, result)
 }
 
 // TeamMetrics returns metrics grouped by team.
@@ -200,14 +308,21 @@ func (h *AnalyticsHandler) TeamMetrics(c *gin.Context) {
 		return
 	}
 
-	result, err := h.svc.GetTeamMetrics(c.Request.Context(), accountID, since, until)
+	result, err := h.svc.GetTeamReportCSVRows(c.Request.Context(), accountID, since, until, parseReportBusinessHours(c))
 	if err != nil {
 		applogger.L().Errorf("Team metrics report: %v", err)
 		response.AbortWithStatusError(c, http.StatusInternalServerError, response.ErrInternal, "failed to generate team metrics")
 		return
 	}
 
-	c.JSON(http.StatusOK, result)
+	writeReportCSV(c, "teams_report", since, until, []string{
+		"Team name",
+		"Conversations count",
+		"Avg first response time",
+		"Avg resolution time",
+		"Avg customer waiting time",
+		"Resolution Count",
+	}, result)
 }
 
 // ConversationTraffic returns daily conversation traffic time-series.
@@ -217,19 +332,19 @@ func (h *AnalyticsHandler) ConversationTraffic(c *gin.Context) {
 	if !ok {
 		return
 	}
-	since, until, ok := parseDateRange(c)
+	since, until, timezoneOffset, ok := parseConversationTrafficRange(c)
 	if !ok {
 		return
 	}
 
-	result, err := h.svc.GetConversationTraffic(c.Request.Context(), accountID, since, until)
+	result, err := h.svc.GetConversationTrafficCSVRows(c.Request.Context(), accountID, since, until, timezoneOffset)
 	if err != nil {
 		applogger.L().Errorf("Conversation traffic report: %v", err)
 		response.AbortWithStatusError(c, http.StatusInternalServerError, response.ErrInternal, "failed to generate conversation traffic")
 		return
 	}
 
-	c.JSON(http.StatusOK, result)
+	writeConversationTrafficCSV(c, timezoneOffset, result)
 }
 
 // BotSummary returns bot-level summary metrics.
@@ -294,14 +409,22 @@ func (h *AnalyticsHandler) ConversationsSummary(c *gin.Context) {
 		return
 	}
 
-	result, err := h.svc.GetConversationsSummary(c.Request.Context(), accountID, since, until)
+	result, err := h.svc.GetConversationsSummaryCSVRows(c.Request.Context(), accountID, since, until, parseReportBusinessHours(c))
 	if err != nil {
 		applogger.L().Errorf("Conversations summary report: %v", err)
 		response.AbortWithStatusError(c, http.StatusInternalServerError, response.ErrInternal, "failed to generate conversations summary")
 		return
 	}
 
-	c.JSON(http.StatusOK, result)
+	writeReportCSV(c, "conversations_summary_report", since, until, []string{
+		"Conversations",
+		"Messages received",
+		"Messages sent",
+		"Avg first response time",
+		"Avg resolution time",
+		"Resolution count",
+		"Avg customer waiting time",
+	}, result)
 }
 
 // BotMetrics returns bot metrics.

internal/handler/api/v1/analytics_handler_test.go

@@ -1,9 +1,11 @@
 package v1
 
 import (
+	"encoding/csv"
 	"encoding/json"
 	"net/http"
 	"net/http/httptest"
+	"strings"
 	"testing"
 	"time"
 
@@ -37,7 +39,13 @@ func (s *AnalyticsHandlerTestSuite) SetupSuite() {
 	s.db = db
 	s.Require().NoError(db.AutoMigrate(
 		&model.Account{},
+		&model.User{},
+		&model.Inbox{},
+		&model.Team{},
+		&model.Tag{},
 		&model.Conversation{},
+		&model.ConversationLabel{},
+		&model.Message{},
 		&model.ReportingEvent{},
 		&model.ReportingEventsRollup{},
 	))
@@ -62,6 +70,7 @@ func (s *AnalyticsHandlerTestSuite) SetupSuite() {
 	accounts.GET("/reports/labels", s.handler.LabelMetrics)
 	accounts.GET("/reports/teams", s.handler.TeamMetrics)
 	accounts.GET("/reports/conversation_traffic", s.handler.ConversationTraffic)
+	accounts.GET("/reports/conversations_summary", s.handler.ConversationsSummary)
 	s.router = r
 }
 
@@ -73,7 +82,13 @@ func (s *AnalyticsHandlerTestSuite) TearDownSuite() {
 func (s *AnalyticsHandlerTestSuite) SetupTest() {
 	s.db.Exec("DELETE FROM reporting_events")
 	s.db.Exec("DELETE FROM reporting_events_rollups")
+	s.db.Exec("DELETE FROM messages")
+	s.db.Exec("DELETE FROM conversation_labels")
 	s.db.Exec("DELETE FROM conversations")
+	s.db.Exec("DELETE FROM tags")
+	s.db.Exec("DELETE FROM teams")
+	s.db.Exec("DELETE FROM inboxes")
+	s.db.Exec("DELETE FROM users")
 }
 
 // ========== parseAccountID / parseDateRange edge cases ==========
@@ -186,6 +201,31 @@ func (s *AnalyticsHandlerTestSuite) TestAgentMetrics_EmptyData() {
 	s.Equal(http.StatusOK, w.Code)
 }
 
+func (s *AnalyticsHandlerTestSuite) TestAgentMetrics_ReturnsChatwootCSVDownload() {
+	user := model.User{AccountID: s.accountID, Name: "Ada Agent", Email: "ada@example.com", Password: "secret"}
+	s.Require().NoError(s.db.Create(&user).Error)
+	resolvedAt := parseTime("2025-01-16T10:00:00Z")
+	conv := model.Conversation{AccountID: s.accountID, InboxID: 1, ContactID: 1, AssigneeID: &user.ID, Status: string(model.ConversationStatusResolved), ChannelType: "web_widget", Channel: "web_widget", ResolvedAt: &resolvedAt, Base: model.Base{CreatedAt: parseTime("2025-01-15T10:00:00Z")}}
+	s.Require().NoError(s.db.Create(&conv).Error)
+	s.seedReportingEvent(model.MetricNameFirstResponse, 120, user.ID, nil, conv.ID, "2025-01-15T10:05:00Z")
+	s.seedReportingEvent(model.MetricNameReplyTime, 45, user.ID, nil, conv.ID, "2025-01-15T10:06:00Z")
+	s.seedReportingEvent(model.MetricNameResolutionTime, 3600, user.ID, nil, conv.ID, "2025-01-16T10:00:00Z")
+
+	w := httptest.NewRecorder()
+	req := httptest.NewRequest(http.MethodGet,
+		"/api/v1/accounts/1/reports/agents?since=1735689600&until=1738368000", nil)
+	s.router.ServeHTTP(w, req)
+	s.Equal(http.StatusOK, w.Code)
+	s.Equal("text/csv", w.Header().Get("Content-Type"))
+	s.Equal("attachment; filename=agents_report.csv", w.Header().Get("Content-Disposition"))
+	s.NotContains(w.Body.String(), "success")
+
+	rows := readCSVRows(s.T(), w.Body.String())
+	s.Equal([]string{"Reporting period 2025-01-01 to 2025-02-01"}, rows[0])
+	s.Equal("Agent name", rows[1][0])
+	s.Equal([]string{"Ada Agent", "1", "2 minutes", "1 hour", "45 seconds", "1"}, rows[2])
+}
+
 // ========== InboxMetrics ==========
 
 func (s *AnalyticsHandlerTestSuite) TestInboxMetrics_InvalidAccountID() {
@@ -204,6 +244,21 @@ func (s *AnalyticsHandlerTestSuite) TestInboxMetrics_EmptyData() {
 	s.Equal(http.StatusOK, w.Code)
 }
 
+func (s *AnalyticsHandlerTestSuite) TestInboxMetrics_ReturnsCSVHeaders() {
+	inbox := model.Inbox{AccountID: s.accountID, Name: "Support", ChannelType: "Channel::WebWidget", ChannelID: 1}
+	s.Require().NoError(s.db.Create(&inbox).Error)
+
+	w := httptest.NewRecorder()
+	req := httptest.NewRequest(http.MethodGet,
+		"/api/v1/accounts/1/reports/inboxes?since=1735689600&until=1738368000", nil)
+	s.router.ServeHTTP(w, req)
+	s.Equal(http.StatusOK, w.Code)
+	s.Equal("attachment; filename=inboxes_report.csv", w.Header().Get("Content-Disposition"))
+	rows := readCSVRows(s.T(), w.Body.String())
+	s.Equal([]string{"Inbox name", "Inbox type", "No. of conversations", "Avg first response time", "Avg resolution time"}, rows[1])
+	s.Equal([]string{"Support", "Channel::WebWidget", "0", "N/A", "N/A"}, rows[2])
+}
+
 // ========== LabelMetrics ==========
 
 func (s *AnalyticsHandlerTestSuite) TestLabelMetrics_InvalidAccountID() {
@@ -222,6 +277,21 @@ func (s *AnalyticsHandlerTestSuite) TestLabelMetrics_EmptyData() {
 	s.Equal(http.StatusOK, w.Code)
 }
 
+func (s *AnalyticsHandlerTestSuite) TestLabelMetrics_ReturnsCSVHeaders() {
+	label := model.Tag{AccountID: s.accountID, Name: "billing"}
+	s.Require().NoError(s.db.Create(&label).Error)
+
+	w := httptest.NewRecorder()
+	req := httptest.NewRequest(http.MethodGet,
+		"/api/v1/accounts/1/reports/labels?since=1735689600&until=1738368000", nil)
+	s.router.ServeHTTP(w, req)
+	s.Equal(http.StatusOK, w.Code)
+	s.Equal("attachment; filename=labels_report.csv", w.Header().Get("Content-Disposition"))
+	rows := readCSVRows(s.T(), w.Body.String())
+	s.Equal([]string{"Label", "No. of conversations", "Avg first response time", "Avg resolution time", "Avg reply time", "Resolution Count"}, rows[1])
+	s.Equal([]string{"billing", "0", "N/A", "N/A", "N/A", "0"}, rows[2])
+}
+
 // ========== TeamMetrics ==========
 
 func (s *AnalyticsHandlerTestSuite) TestTeamMetrics_InvalidAccountID() {
@@ -240,6 +310,21 @@ func (s *AnalyticsHandlerTestSuite) TestTeamMetrics_EmptyData() {
 	s.Equal(http.StatusOK, w.Code)
 }
 
+func (s *AnalyticsHandlerTestSuite) TestTeamMetrics_ReturnsCSVHeaders() {
+	team := model.Team{AccountID: s.accountID, Name: "Escalations"}
+	s.Require().NoError(s.db.Create(&team).Error)
+
+	w := httptest.NewRecorder()
+	req := httptest.NewRequest(http.MethodGet,
+		"/api/v1/accounts/1/reports/teams?since=1735689600&until=1738368000", nil)
+	s.router.ServeHTTP(w, req)
+	s.Equal(http.StatusOK, w.Code)
+	s.Equal("attachment; filename=teams_report.csv", w.Header().Get("Content-Disposition"))
+	rows := readCSVRows(s.T(), w.Body.String())
+	s.Equal([]string{"Team name", "Conversations count", "Avg first response time", "Avg resolution time", "Avg customer waiting time", "Resolution Count"}, rows[1])
+	s.Equal([]string{"Escalations", "0", "N/A", "N/A", "N/A", "0"}, rows[2])
+}
+
 // ========== ConversationTraffic ==========
 
 func (s *AnalyticsHandlerTestSuite) TestConversationTraffic_InvalidAccountID() {
@@ -253,11 +338,51 @@ func (s *AnalyticsHandlerTestSuite) TestConversationTraffic_InvalidAccountID() {
 func (s *AnalyticsHandlerTestSuite) TestConversationTraffic_EmptyData() {
 	w := httptest.NewRecorder()
 	req := httptest.NewRequest(http.MethodGet,
-		"/api/v1/accounts/1/reports/conversation_traffic?since=2025-01-01T00:00:00Z&until=2025-01-31T00:00:00Z", nil)
+		"/api/v1/accounts/1/reports/conversation_traffic?days_before=1&timezone_offset=0", nil)
 	s.router.ServeHTTP(w, req)
 	s.Equal(http.StatusOK, w.Code)
 }
 
+func (s *AnalyticsHandlerTestSuite) TestConversationTraffic_ReturnsCSVWithoutSinceUntil() {
+	now := time.Now().UTC()
+	yesterdayNoon := time.Date(now.Year(), now.Month(), now.Day(), 12, 0, 0, 0, time.UTC).AddDate(0, 0, -1)
+	conv := model.Conversation{AccountID: s.accountID, InboxID: 1, ContactID: 1, Status: string(model.ConversationStatusOpen), ChannelType: "web_widget", Channel: "web_widget", Base: model.Base{CreatedAt: yesterdayNoon}}
+	s.Require().NoError(s.db.Create(&conv).Error)
+
+	w := httptest.NewRecorder()
+	req := httptest.NewRequest(http.MethodGet,
+		"/api/v1/accounts/1/reports/conversation_traffic?days_before=1&timezone_offset=0", nil)
+	s.router.ServeHTTP(w, req)
+	s.Equal(http.StatusOK, w.Code)
+	s.Equal("attachment; filename=conversation_traffic_reports.csv", w.Header().Get("Content-Disposition"))
+	rows := readCSVRows(s.T(), w.Body.String())
+	s.Equal([]string{"Timezone", "UTC"}, rows[0])
+	s.Equal("Start of the hour", rows[1][0])
+	s.Equal("12:00", rows[14][0])
+	s.Equal("1", rows[14][1])
+}
+
+func (s *AnalyticsHandlerTestSuite) TestConversationsSummary_ReturnsCSVDownload() {
+	conv := model.Conversation{AccountID: s.accountID, InboxID: 1, ContactID: 1, Status: string(model.ConversationStatusOpen), ChannelType: "web_widget", Channel: "web_widget", Base: model.Base{CreatedAt: parseTime("2025-01-15T10:00:00Z")}}
+	s.Require().NoError(s.db.Create(&conv).Error)
+	incoming := model.Message{AccountID: s.accountID, InboxID: 1, ConversationID: conv.ID, MessageType: string(model.MessageTypeIncoming), Content: "hi", Base: model.Base{CreatedAt: parseTime("2025-01-15T10:01:00Z")}}
+	outgoing := model.Message{AccountID: s.accountID, InboxID: 1, ConversationID: conv.ID, MessageType: string(model.MessageTypeOutgoing), Content: "hello", Base: model.Base{CreatedAt: parseTime("2025-01-15T10:02:00Z")}}
+	s.Require().NoError(s.db.Create(&incoming).Error)
+	s.Require().NoError(s.db.Create(&outgoing).Error)
+
+	w := httptest.NewRecorder()
+	req := httptest.NewRequest(http.MethodGet,
+		"/api/v1/accounts/1/reports/conversations_summary?since=1735689600&until=1738368000", nil)
+	s.router.ServeHTTP(w, req)
+	s.Equal(http.StatusOK, w.Code)
+	s.Equal("attachment; filename=conversations_summary_report.csv", w.Header().Get("Content-Disposition"))
+	rows := readCSVRows(s.T(), w.Body.String())
+	s.Equal([]string{"Conversations", "Messages received", "Messages sent", "Avg first response time", "Avg resolution time", "Resolution count", "Avg customer waiting time"}, rows[1])
+	s.Equal("1", rows[2][0])
+	s.Equal("1", rows[2][1])
+	s.Equal("1", rows[2][2])
+}
+
 // ========== Nil service guard ==========
 
 func (s *AnalyticsHandlerTestSuite) TestNilService() {
@@ -271,3 +396,30 @@ func parseTime(s string) time.Time {
 	t, _ := time.Parse(time.RFC3339, s)
 	return t
 }
+
+func (s *AnalyticsHandlerTestSuite) seedReportingEvent(name string, value float64, userID uint, inboxID *uint, conversationID uint, createdAt string) {
+	event := model.ReportingEvent{
+		AccountID:            s.accountID,
+		Name:                 name,
+		Value:                value,
+		ValueInBusinessHours: value,
+		UserID:               &userID,
+		InboxID:              inboxID,
+		ConversationID:       &conversationID,
+		EventStartTime:       parseTime(createdAt),
+		EventEndTime:         parseTime(createdAt),
+		Base:                 model.Base{CreatedAt: parseTime(createdAt)},
+	}
+	s.Require().NoError(s.db.Create(&event).Error)
+}
+
+func readCSVRows(t *testing.T, body string) [][]string {
+	t.Helper()
+	reader := csv.NewReader(strings.NewReader(body))
+	reader.FieldsPerRecord = -1
+	rows, err := reader.ReadAll()
+	if err != nil {
+		t.Fatalf("failed to read csv: %v\n%s", err, body)
+	}
+	return rows
+}

internal/service/analytics_csv.go

@@ -0,0 +1,422 @@
+package service
+
+import (
+	"context"
+	"fmt"
+	"strconv"
+	"time"
+
+	"github.com/gochat/gochat/internal/model"
+	"gorm.io/gorm"
+)
+
+type reportCSVMetricSet struct {
+	ConversationsCount int64
+	ResolvedCount      int64
+	AvgResolution      float64
+	AvgFirstResponse   float64
+	AvgReply           float64
+}
+
+func (s *AnalyticsService) GetAgentReportCSVRows(ctx context.Context, accountID uint, since, until time.Time, businessHours bool) ([][]string, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	metrics, err := s.reportMetricsByDimension(ctx, accountID, since, until, "agent", businessHours)
+	if err != nil {
+		return nil, err
+	}
+	var users []model.User
+	if err := db.WithContext(ctx).Where("account_id = ?", accountID).Order("id ASC").Find(&users).Error; err != nil {
+		return nil, err
+	}
+	rows := make([][]string, 0, len(users))
+	for _, user := range users {
+		metric := metrics[user.ID]
+		rows = append(rows, append([]string{user.Name}, readableReportMetrics(metric)...))
+	}
+	return rows, nil
+}
+
+func (s *AnalyticsService) GetInboxReportCSVRows(ctx context.Context, accountID uint, since, until time.Time, businessHours bool) ([][]string, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	metrics, err := s.reportMetricsByDimension(ctx, accountID, since, until, "inbox", businessHours)
+	if err != nil {
+		return nil, err
+	}
+	var inboxes []model.Inbox
+	if err := db.WithContext(ctx).Where("account_id = ?", accountID).Order("id ASC").Find(&inboxes).Error; err != nil {
+		return nil, err
+	}
+	rows := make([][]string, 0, len(inboxes))
+	for _, inbox := range inboxes {
+		metric := metrics[inbox.ID]
+		rows = append(rows, []string{
+			inbox.Name,
+			inbox.ChannelType,
+			strconv.FormatInt(metric.ConversationsCount, 10),
+			formatReportDuration(metric.AvgFirstResponse),
+			formatReportDuration(metric.AvgResolution),
+		})
+	}
+	return rows, nil
+}
+
+func (s *AnalyticsService) GetTeamReportCSVRows(ctx context.Context, accountID uint, since, until time.Time, businessHours bool) ([][]string, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	metrics, err := s.reportMetricsByDimension(ctx, accountID, since, until, "team", businessHours)
+	if err != nil {
+		return nil, err
+	}
+	var teams []model.Team
+	if err := db.WithContext(ctx).Where("account_id = ?", accountID).Order("id ASC").Find(&teams).Error; err != nil {
+		return nil, err
+	}
+	rows := make([][]string, 0, len(teams))
+	for _, team := range teams {
+		metric := metrics[team.ID]
+		rows = append(rows, append([]string{team.Name}, readableReportMetrics(metric)...))
+	}
+	return rows, nil
+}
+
+func (s *AnalyticsService) GetLabelReportCSVRows(ctx context.Context, accountID uint, since, until time.Time, businessHours bool) ([][]string, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	metrics, err := s.reportMetricsByLabel(ctx, accountID, since, until, businessHours)
+	if err != nil {
+		return nil, err
+	}
+	var labels []model.Tag
+	if err := db.WithContext(ctx).Where("account_id = ?", accountID).Order("id ASC").Find(&labels).Error; err != nil {
+		return nil, err
+	}
+	rows := make([][]string, 0, len(labels))
+	for _, label := range labels {
+		metric := metrics[label.ID]
+		rows = append(rows, []string{
+			label.Name,
+			strconv.FormatInt(metric.ConversationsCount, 10),
+			formatReportDuration(metric.AvgFirstResponse),
+			formatReportDuration(metric.AvgResolution),
+			formatReportDuration(metric.AvgReply),
+			strconv.FormatInt(metric.ResolvedCount, 10),
+		})
+	}
+	return rows, nil
+}
+
+func (s *AnalyticsService) GetConversationsSummaryCSVRows(ctx context.Context, accountID uint, since, until time.Time, businessHours bool) ([][]string, error) {
+	summary, err := s.conversationSummary(ctx, accountID, since, until)
+	if err != nil {
+		return nil, err
+	}
+	return [][]string{{
+		intString(summary["conversations_count"]),
+		intString(summary["incoming_messages_count"]),
+		intString(summary["outgoing_messages_count"]),
+		formatReportDuration(floatValue(summary["avg_first_response_time"])),
+		formatReportDuration(floatValue(summary["avg_resolution_time"])),
+		intString(summary["resolutions_count"]),
+		formatReportDuration(floatValue(summary["reply_time"])),
+	}}, nil
+}
+
+func (s *AnalyticsService) GetConversationTrafficCSVRows(ctx context.Context, accountID uint, since, until time.Time, timezoneOffset float64) ([][]string, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	loc := time.FixedZone("report", int(timezoneOffset*3600))
+	startLocal := time.Date(since.In(loc).Year(), since.In(loc).Month(), since.In(loc).Day(), 0, 0, 0, 0, loc)
+	endLocal := time.Date(until.In(loc).Year(), until.In(loc).Month(), until.In(loc).Day(), 0, 0, 0, 0, loc)
+
+	dates := make([]string, 0)
+	for day := startLocal; day.Before(endLocal); day = day.AddDate(0, 0, 1) {
+		dates = append(dates, day.Format("2006-01-02"))
+	}
+
+	counts := map[string]map[int]int64{}
+	var conversations []model.Conversation
+	if err := db.WithContext(ctx).Where("account_id = ? AND created_at >= ? AND created_at < ?", accountID, since, until).Find(&conversations).Error; err != nil {
+		return nil, err
+	}
+	for _, conversation := range conversations {
+		localTime := conversation.CreatedAt.In(loc)
+		dateKey := localTime.Format("2006-01-02")
+		if counts[dateKey] == nil {
+			counts[dateKey] = map[int]int64{}
+		}
+		counts[dateKey][localTime.Hour()]++
+	}
+
+	rows := make([][]string, 0, 25)
+	rows = append(rows, append([]string{"Start of the hour"}, dates...))
+	for hour := 0; hour < 24; hour++ {
+		row := []string{fmt.Sprintf("%02d:00", hour)}
+		for _, date := range dates {
+			row = append(row, strconv.FormatInt(counts[date][hour], 10))
+		}
+		rows = append(rows, row)
+	}
+	return rows, nil
+}
+
+func (s *AnalyticsService) reportMetricsByDimension(ctx context.Context, accountID uint, since, until time.Time, dimension string, businessHours bool) (map[uint]reportCSVMetricSet, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	result := map[uint]reportCSVMetricSet{}
+	field := map[string]string{"agent": "assignee_id", "inbox": "inbox_id", "team": "team_id"}[dimension]
+	if field == "" {
+		return result, nil
+	}
+
+	if err := loadConversationCounts(ctx, db, result, accountID, since, until, field, false); err != nil {
+		return nil, err
+	}
+	if err := loadConversationCounts(ctx, db, result, accountID, since, until, field, true); err != nil {
+		return nil, err
+	}
+	if err := s.loadDimensionEventAverages(ctx, db, result, accountID, since, until, dimension, businessHours); err != nil {
+		return nil, err
+	}
+	return result, nil
+}
+
+func loadConversationCounts(ctx context.Context, db *gorm.DB, result map[uint]reportCSVMetricSet, accountID uint, since, until time.Time, field string, resolved bool) error {
+	var rows []struct {
+		ID    uint
+		Count int64
+	}
+	query := db.WithContext(ctx).Model(&model.Conversation{}).
+		Select(field+" AS id, COUNT(*) AS count").
+		Where("account_id = ? AND "+field+" IS NOT NULL", accountID).
+		Group(field)
+	if resolved {
+		query = query.Where("resolved_at IS NOT NULL AND resolved_at >= ? AND resolved_at < ?", since, until)
+	} else {
+		query = query.Where("created_at >= ? AND created_at < ?", since, until)
+	}
+	if err := query.Scan(&rows).Error; err != nil {
+		return err
+	}
+	for _, row := range rows {
+		metric := result[row.ID]
+		if resolved {
+			metric.ResolvedCount = row.Count
+		} else {
+			metric.ConversationsCount = row.Count
+		}
+		result[row.ID] = metric
+	}
+	return nil
+}
+
+func (s *AnalyticsService) loadDimensionEventAverages(ctx context.Context, db *gorm.DB, result map[uint]reportCSVMetricSet, accountID uint, since, until time.Time, dimension string, businessHours bool) error {
+	valueColumn := "reporting_events.value"
+	if businessHours {
+		valueColumn = "reporting_events.value_in_business_hours"
+	}
+	field := map[string]string{"agent": "reporting_events.user_id", "inbox": "reporting_events.inbox_id", "team": "conversations.team_id"}[dimension]
+	queryBase := func(names []string) *gorm.DB {
+		q := db.WithContext(ctx).Model(&model.ReportingEvent{}).
+			Select(field+" AS id, AVG("+valueColumn+") AS value").
+			Where("reporting_events.account_id = ? AND reporting_events.name IN ? AND reporting_events.created_at >= ? AND reporting_events.created_at < ?", accountID, names, since, until).
+			Where(field + " IS NOT NULL").
+			Group(field)
+		if dimension == "team" {
+			q = q.Joins("INNER JOIN conversations ON conversations.id = reporting_events.conversation_id")
+		}
+		return q
+	}
+	load := func(names []string, apply func(*reportCSVMetricSet, float64)) error {
+		var rows []struct {
+			ID    uint
+			Value float64
+		}
+		if err := queryBase(names).Scan(&rows).Error; err != nil {
+			return err
+		}
+		for _, row := range rows {
+			metric := result[row.ID]
+			apply(&metric, row.Value)
+			result[row.ID] = metric
+		}
+		return nil
+	}
+	if err := load([]string{model.MetricNameFirstResponse}, func(metric *reportCSVMetricSet, value float64) { metric.AvgFirstResponse = value }); err != nil {
+		return err
+	}
+	if err := load([]string{"conversation_resolved", model.MetricNameResolutionTime}, func(metric *reportCSVMetricSet, value float64) { metric.AvgResolution = value }); err != nil {
+		return err
+	}
+	return load([]string{model.MetricNameReplyTime}, func(metric *reportCSVMetricSet, value float64) { metric.AvgReply = value })
+}
+
+func (s *AnalyticsService) reportMetricsByLabel(ctx context.Context, accountID uint, since, until time.Time, businessHours bool) (map[uint]reportCSVMetricSet, error) {
+	db, err := s.analyticsDB()
+	if err != nil {
+		return nil, err
+	}
+	result := map[uint]reportCSVMetricSet{}
+	if err := loadLabelConversationCounts(ctx, db, result, accountID, since, until, false); err != nil {
+		return nil, err
+	}
+	if err := loadLabelConversationCounts(ctx, db, result, accountID, since, until, true); err != nil {
+		return nil, err
+	}
+	if err := loadLabelEventAverages(ctx, db, result, accountID, since, until, businessHours); err != nil {
+		return nil, err
+	}
+	return result, nil
+}
+
+func loadLabelConversationCounts(ctx context.Context, db *gorm.DB, result map[uint]reportCSVMetricSet, accountID uint, since, until time.Time, resolved bool) error {
+	var rows []struct {
+		ID    uint
+		Count int64
+	}
+	query := db.WithContext(ctx).Table("conversation_labels").
+		Select("conversation_labels.tag_id AS id, COUNT(*) AS count").
+		Joins("INNER JOIN conversations ON conversations.id = conversation_labels.conversation_id").
+		Where("conversation_labels.account_id = ?", accountID).
+		Group("conversation_labels.tag_id")
+	if resolved {
+		query = query.Where("conversations.resolved_at IS NOT NULL AND conversations.resolved_at >= ? AND conversations.resolved_at < ?", since, until)
+	} else {
+		query = query.Where("conversations.created_at >= ? AND conversations.created_at < ?", since, until)
+	}
+	if err := query.Scan(&rows).Error; err != nil {
+		return err
+	}
+	for _, row := range rows {
+		metric := result[row.ID]
+		if resolved {
+			metric.ResolvedCount = row.Count
+		} else {
+			metric.ConversationsCount = row.Count
+		}
+		result[row.ID] = metric
+	}
+	return nil
+}
+
+func loadLabelEventAverages(ctx context.Context, db *gorm.DB, result map[uint]reportCSVMetricSet, accountID uint, since, until time.Time, businessHours bool) error {
+	valueColumn := "reporting_events.value"
+	if businessHours {
+		valueColumn = "reporting_events.value_in_business_hours"
+	}
+	load := func(names []string, apply func(*reportCSVMetricSet, float64)) error {
+		var rows []struct {
+			ID    uint
+			Value float64
+		}
+		err := db.WithContext(ctx).Model(&model.ReportingEvent{}).
+			Select("conversation_labels.tag_id AS id, AVG("+valueColumn+") AS value").
+			Joins("INNER JOIN conversation_labels ON conversation_labels.conversation_id = reporting_events.conversation_id").
+			Where("reporting_events.account_id = ? AND reporting_events.name IN ? AND reporting_events.created_at >= ? AND reporting_events.created_at < ?", accountID, names, since, until).
+			Group("conversation_labels.tag_id").Scan(&rows).Error
+		if err != nil {
+			return err
+		}
+		for _, row := range rows {
+			metric := result[row.ID]
+			apply(&metric, row.Value)
+			result[row.ID] = metric
+		}
+		return nil
+	}
+	if err := load([]string{model.MetricNameFirstResponse}, func(metric *reportCSVMetricSet, value float64) { metric.AvgFirstResponse = value }); err != nil {
+		return err
+	}
+	if err := load([]string{"conversation_resolved", model.MetricNameResolutionTime}, func(metric *reportCSVMetricSet, value float64) { metric.AvgResolution = value }); err != nil {
+		return err
+	}
+	return load([]string{model.MetricNameReplyTime}, func(metric *reportCSVMetricSet, value float64) { metric.AvgReply = value })
+}
+
+func readableReportMetrics(metric reportCSVMetricSet) []string {
+	return []string{
+		strconv.FormatInt(metric.ConversationsCount, 10),
+		formatReportDuration(metric.AvgFirstResponse),
+		formatReportDuration(metric.AvgResolution),
+		formatReportDuration(metric.AvgReply),
+		strconv.FormatInt(metric.ResolvedCount, 10),
+	}
+}
+
+func formatReportDuration(seconds float64) string {
+	value := int64(seconds)
+	if value <= 0 {
+		return "N/A"
+	}
+	units := []struct {
+		Name    string
+		Seconds int64
+	}{{"day", 86400}, {"hour", 3600}, {"minute", 60}, {"second", 1}}
+	parts := make([]string, 0, 2)
+	remaining := value
+	for _, unit := range units {
+		count := remaining / unit.Seconds
+		remaining %= unit.Seconds
+		if count == 0 {
+			continue
+		}
+		label := unit.Name
+		if count != 1 {
+			label += "s"
+		}
+		parts = append(parts, strconv.FormatInt(count, 10)+" "+label)
+		if len(parts) == 2 {
+			break
+		}
+	}
+	if len(parts) == 0 {
+		return "0 seconds"
+	}
+	return parts[0] + optionalSecondPart(parts)
+}
+
+func optionalSecondPart(parts []string) string {
+	if len(parts) < 2 {
+		return ""
+	}
+	return " " + parts[1]
+}
+
+func intString(value interface{}) string {
+	switch typed := value.(type) {
+	case int:
+		return strconv.Itoa(typed)
+	case int64:
+		return strconv.FormatInt(typed, 10)
+	case float64:
+		return strconv.FormatInt(int64(typed), 10)
+	default:
+		return fmt.Sprintf("%v", value)
+	}
+}
+
+func floatValue(value interface{}) float64 {
+	switch typed := value.(type) {
+	case float64:
+		return typed
+	case int64:
+		return float64(typed)
+	case int:
+		return float64(typed)
+	default:
+		return 0
+	}
+}