Users
This tab consists of all the metrics and information related to users

Tab Filters

In this tab, there are 3 types of filters for users to apply based on their reporting needs.
Filters
Description
Date
This date range picker will allow user to select a range of dates to be applied to the reports components.
Teams
This team filter will allow user to select one or multiple teams to be applied to the reports components.
Users
This user filter will allow user to select one or multiple users to be applied to the reports components.

Report Components

User Performance

This table lists the key performance metrics grouped by the users. All metrics are based on the conversations closed by the user.
Table Headers
Description
Name
The name of the user who closed the conversations
Team
The team of which the user belonged to
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 unique contacts whom their conversations was closed by the user
Messages Sent
The number of outgoing messages sent by the user
Average First Response Time
The average of the total time taken to close a conversation from the conversations closed by the user
Average Resolution Time
The average of the total time taken to close a conversation from the conversations closed by the user
Max Resolution Time
The maximum resolution time from the closed conversations of the user

​

Last modified 4mo ago