Users Report

The Users Report in Squaretalk helps managers and admins review agent activity in one place.

It allows you to track:

• all calls made or received by each user

• status usage (Available, Break, Offline, etc.)

• chat history and messaging performance

• user timeline and activity logs

This report is ideal for monitoring performance, workload, and team productivity.

1. To find the Users Report, go to the Reports tab in the main menu and select Users.

You will see a list of users and their activity statistics for the specified date range.

💡Useful Tip 1: Customize your view by setting the date range, organizing the columns with drag and drop, selecting/deselecting the specific columns, or filtering out by groups/queues/user. 

💡Useful Tip 2: Adjust the timezone if needed so the system displays the data accordingly. (This will not change or impact the server’s timezone set in the Settings → General → System Settings)

2. Click the user row to open the detailed agent’s activity view.

The side panel window will display all the agent’s statistics & KPIs, according to the set time range, including:

• User’s dashboard (calls & chats statistics: total, incoming, and outgoing)

• calls report (call types, duration, status) & export

• call recording and downloading options (if enabled)

• statuses usage & duration tracking

• chats report (contact name, status, timeline) & export

• user timeline statistics (status changes, call start and end events, chat assignments and closures, transfers and key actions)
  

Done 🎯