About:
User Performance Report is designed to show activity at the Echo User level.
Echo>Reports>Users>User Performance
Report Setup:
Select the date range you would like to review.
Select the permission sets you want to include in the report results: Permission sets are the group of people you want to include.
Select the sources you want included in the report results: if you have all sources selected, results will show for all of the source types the users in your search have access to. You must have at least one source selected.
Select if you want results to display results for the "created at" date range or the "closed at" date range. Created at will use the timestamp for when conversations were created. Closed at will use the timestamp for when the conversations were closed.
Then click Run Report on the report card. It does not load its results until you do.
Value Definitions:
Claimed: Number of conversations the user claimed from the inbox during the selected date range.
Active Now: Number of conversations the user has active right now (this number is fluid and does not depend on the date range selection).
Sent: The number of individual messages the user has sent during the selected date range.
Seeker Replies: The number of replies the user has received back from seekers during the selected date range.
Completed: The number of completed conversations the user had (closed and outcome was submitted) during the selected date range.
Hours Online: The number of hours a user was online during the date range. This number is not calculated by source, so this number is based on your date range and the number of hours the user was logged into Echo during that date and time range.
It may include things like actively responding to conversations, waiting for conversations to come in, reviewing conversation history, reading resources, training, and may include non-activity if the user doesn't log out when they walk away.
Hours Online (Decimal): The same hours online as a decimal number of hours (for example, 1.5 rather than 1h 30m).
Clients: Number of unique clients/seekers represented in the conversations the user had during the selected date range (if the same client had more than one conversations with the user, that client will only be counted once).
Repeat Clients: The number of clients/seekers in the selected date range that had more than one conversation with this user.
Example: If the user shows 5 clients and 2 repeat clients, that means 2 of the 5 clients had more than one conversation with the user.
Calls: The number of incoming phone calls the user accepted during the selected date range.
Conversation Types: If you have more than one conversation type represented in your source selections for your report pull, this report will also break down claimed conversation counts by each source type (Example: Facebook, Instagram, Email, Chat).
Outcomes: Showing the count under that outcome for the claimed conversations represented.
If you are using "created at", the counts for Outcomes will be related to the claimed number of conversations created in the date range. (Will likely be a lower number than expected since outcomes are added when a conversation is closed). If you are using "closed at", the counts for Outcomes will be related to the claimed number of conversations closed in the date range.