Table of Contents

Reports: Users

Susan Swier Updated by Susan Swier

Tab Filters

In this tab, there are three types of filters for users to apply based on their reporting needs.

screenshot of filters for users reports in respond.io

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.

screenshot of user performance report
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.

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Reports: Conversations

Reports: Contacts

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