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.