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	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

Tip: Note that a limit of 10,000 conversations will be shown in the conversations reports. If you need to analyze large volumes of conversations, consider using Data Export.

User Performance

This table lists key performance metrics grouped by Users. All metrics are based on conversations closed by the User.

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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