The Users Overview is the quick look. Instead of a table, it gives each responder a tile with their role and a count for every channel they worked on, so you can see at a glance who has been busy and where.
Where to find it
Click Reports, open the Users group in the left sidebar and click Overview. The card is titled User Overviews. This is not the same as Overview under Calls, which is about phone calls only.
Set up and run the report
- Click Sources and choose the channels and phone numbers you want counted.
- Click Permission Sets to list only the responders in certain sets.
- Set Created At or Closed At and choose the date range.
- Click Run Report.
Reading a tile
Each tile has the responder's name and role across the top. Under it is a row of counts, one for each kind of source you chose, such as chats, texts or email, plus Calls when you chose a phone number. The name is a link to that responder's detail page for the same dates.
Tiles are sorted with the busiest responder first.
What the measurements mean
| Term | What it means |
|---|---|
| Channel count | Conversations assigned to the responder from that kind of source, dated by the Created At or Closed At switch. |
| Calls | The number of calls on your chosen phone numbers in which the responder took part as a participant. A call offered to a responder is a participant record, so this can include calls they did not answer. |
| Role | The responder's role in Echo, as set in Admin. |
Who gets a tile
- A responder appears only if they have at least one conversation or call in range. Responders with nothing are left out.
- If you choose permission sets, the tiles are the responders in those sets.
- If you choose none, the report lists active responders whose last activity in Echo falls on or after the start of your date range.
The tile does not show outcomes, open counts or response times. For those, use the Users Convs & Outcomes Report and the Users Response Time Report.