# User Report

**User Reports** allow you to measure the performance of each customer representative (agent).

#### Page Features

* Date filter (default: last 30 days).

#### Displayed Data

* **Username**
* **Average First Response Time** (average time of the first reply after the chat is assigned).
* **Average Resolution Time** (time until the chat is moved to archive, including those reactivated from archive).
* **Assigned Chats** (chats directed to the agent, including forwarded ones).
* **Resolved Chats** (chats archived by the agent).

  > Note: Chats automatically archived after 24 hours are **not** included in the “Resolved Chats” count.
* **Reactivated from Archive**
* **Forwarded Chats**

#### Report Download

At the bottom of the page, you can click the **“Send Report”** button to receive all data for the selected date range as a CSV sent to your email address.

**CSV columns:** Username, Average First Response Time, Average Resolution Time, Assigned Chats, Resolved Chats, Reactivated from Archive, Forwarded Chats.

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