User Reports

On the User Reports page, you can access information on specific customer service agents. To view the user report for products that have been integrated with Desk360, simply pick the product and channel from the list of products. The "All channels" option displays reports for all users, irrespective of channel.

You can filter the user you’re looking for by entering the user's name in the Search in Users field in the top-right corner, and display only the reports for that user. You can begin filtering by entering at least one letter. When you begin typing the letter "a", for example, all users whose names contain "a" are shown.

You can hide data columns in the table by choosing them in the Hide Columns option in the top-right corner of the table. To print the chart, simply click the Download icon next to the Hide Columns section. The "User Reports" excel file containing the reports will be downloaded to your PC.

You can view the following information about your users:

User Name

The username of the agent.

Average First Response Time

This is the average amount of time passed between assigning a chat to an agent and the first response from the agent. For instance, the customer service agent Ricky responds to the client Lucy within two minutes and the customer Randy within four minutes. In this instance, the average of two to four minutes will be calculated, and Ricky's average first response time will be reported as three minutes.

Average Resolved Time

The average amount of time between when chats are assigned to an agent and when the agent marks the conversations as resolved. For instance, the customer service agent Ricky marks Lucy and Randy's conversations as resolved in two and four minutes, respectively. In this instance, the average of two and four minutes will be calculated, and Ricky's average solution time will be reported as three minutes.

Assigned Chats

This column displays the number of chats assigned to an agent during the specified time period. For instance, if Ricky, a customer service agent, was automatically or manually assigned 100 chats in the previous week, the number displayed for Ricky will be 100.

Resolved Chats

This column displays the number of chats that have been marked as resolved in the given date range, broken down by the user. For example, if the customer representative Ricky marks 500 chats as solved in the past week, the number that will be shown in the Ricky column will be 500.

Archived to Active Chats

Customer service agents can start a new chat by activating previously resolved and archived Facebook Messenger, Instagram DM, and WhatsApp chats. This can be done for 7 days on Facebook and Instagram and 24 hours on WhatsApp. The total number of conversations reactivated by a customer service agent using this functionality will be indicated in the Archived to Active Chats column.

Forwarded Chats

This column displays the number of chats that have been manually assigned to another user within the specified time period. For instance, if Ricky, a customer service representative, manually assigns a total of 200 conversations to other customer service representatives in the previous week, the number displayed for Ricky will be 200.

Positive Feedback

When the conversations in the web live support and SDK live support channels come to an end, this column displays the total amount of positive feedback received for the agent in the survey shown to the customer.

Negative Feedback

When the conversations in the web live support and SDK live support channels come to an end, this column displays the total amount of negative feedback received for the agent in the survey shown to the customer.