Users

All the information you need to see about how users are handling and responding to tickets is located inside your Replyco Dashboard's Users tab. Learn more here.

From tickets that have been assigned to a user but haven't been resolved to average first response times, you can view and address every facet of user behavior in your User tab. You can also filter your view by Users (All Users or individual users), Account, Marketplace and / or time range (Last 7 days, Last 90 days, Custom, etc.). See below for a full list of the detailed reporting this section contains.

Assigned Tickets

All tickets that have been assigned to a user, but are NOT resolved.

Unanswered Tickets

Tickets that have been assigned, but have NOT been read or responded to.

Not Resolved Tickets

Tickets that have been assigned, with an ongoing conversation, but have not yet been resolved.

Resolved Tickets

Resolved tickets by individual user. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Snoozed Tickets

Snoozed tickets by individual user. Although Archived tickets are included in report totals, they are not shown in the clickable ticket list.

Archived Tickets

Archived tickets by individual user. Although Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Received Tickets

Messages that were received on tickets assigned to an individual user.

Sent Messages

Messages that were sent by an individual user from within the Replyco app.

Average Resolution Time

Displays the average time it takes for an individual user to resolve a ticket. Time from the ticket creation date to the moment the ticket was resolved, divided by the total number of resolved tickets by individual user.

Average First Response Time

Displays the average time it takes for an individual to initiate a response to the first message in a ticket thread. Time from the ticket creation date to the moment the ticket was responded to, divided by the total number of resolved tickets by individual user.

Within SLA

All tickets that have NOT been resolved and that are within the established SLA period, for each individual user, filtered by ticket creation date. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Overdue SLA

All tickets whose SLA period have expired, for each individual user. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Message Count

Message responses by hour / day / week / month and individual user.

User Action Count

The number of actions (e.g. resolve, respond to, etc.) taken by the individual user.

User Action Audit Trail

Detailed information of the actions taken by the individual user.