| REQUIRED USER ROLE Administrator, Team Manager, or Analyst | PERMISSION OVERVIEW View permissions by role |
The User Role Summary Report gives Admins and Team Managers a monthly view of every Gladly User in your organization and which User Type their activity fell into that month. Use this report to see, at a glance, how your team's Users are distributed across Gladly's User Types.
Access the report
Click
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. Select Reports.
Navigate to the Agents section.
Select User Role Summary.
Set your date range filter and click View Report.
Alternatively, click Download CSV.
How the report is measured
The report is measured by the following:
Grouping – Grouped by User and Month.
Time Anchor – Data is time anchored to the calendar month the activity occurred in.
What the report shows
Each row represents one User for a given month, with a 1 marking which User Type their activity was classified under that month.
Column | Description |
|---|---|
A User is classified under exactly one User Type per month, based on their activity
A User can't show 1 in more than one column for the same month.
Understand User types
Gladly looks at each User's activity each month to classify them into one of the following User types:
Support Users
Users who use Gladly to communicate with a Customer or client. These are Agent user roles.
Examples – sending or replying to an Email, Chat, SMS, or taking a phone call from Gladly.
Task Users
Users who process and take action on Tasks in Gladly and do not communicate directly with a Customer. These are Task User roles.
Examples – changing due dates, updating content, re-opening a Task, closing a Task, or reassigning a Task.
If a Task User also communicates directly with a Customer that month, their activity classifies them as a Support User instead.
Information Users
Users who utilize Gladly for administrative purposes only. These are typically Team Manager, Administrator, and Compliance Administrator roles.
Examples – running reports, viewing Liveboards, monitoring Agent activity, submitting support requests, changing configurations in Gladly, closing/moving/assigning a Conversation, and applying Topics.
The critical difference between Information Users and Support Users is that Information Users don't take action to communicate directly with a Customer. If an Information User communicates with a Customer or processes a Task, their activity classifies them as a Support User or Task User, respectively, for that month.
Gladly also recognizes a fourth User Type, Analyst Users
Analysts are Users who can access Insight Builder to build and edit reports and create and share dashboards.
Analyst Users aren't included as a column in this report since that role is license-based rather than activity-based; see Managing Users and Roles for more on how the Analyst role is assigned.
Roles and permissions assigned in Gladly (e.g., Administrator, Agent, Team Manager) don't determine a User's Type on their own
User Type is based on the User's actual activity each month. For example, if an Administrator starts sending emails to your Customers, their activity that month classifies them as a Support User.