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Reports Users
Updated
by MasterChat.io
Tab Filters
In this tab, there are three types of filters for users to apply based on their reporting needs.
Filters Description Date The date range picker will allow Users to select a range of dates to be applied to components in the Reports Module. Teams This filter will allow Users to refine their view of report components by selecting one or multiple Teams. Users This filter will allow Users to refine their view of report components by selecting one or multiple Users. -
Report Components
User Performance
This table lists key performance metrics grouped by Users. All metrics are based on conversations closed by the User.
Tip: Note that reports have a limitation of 10,000 conversations, contacts and messages. If users typically handle larger volumes of messages than this, consider using Data Export.
If a User has been deleted from the Workspace, their username will be replaced by their user ID. Export all user IDs from User Settings before removing Users for accurate record-keeping.
Table Headers Description Name The name of the User who closed the conversations Team The Team to which the User belonged Assigned Conversations The number of conversations assigned to the User Closed Conversations The number of conversations closed by the User Unique Contacts Closed The number of conversations with unique Contacts closed by the User Messages Sent The number of outgoing messages sent by the User Average First Response Time The average time the User took to send the first response within a selected time period. Applicable for closed conversations only. Average Resolution Time The average time the User took to close a conversation within a selected time period, based on the time the conversation was closed. Max Resolution Time The User's maximum resolution time. Applicable for closed conversations only.