---
title: "User Role Summary Report"
slug: "user-role-summary"
updated: 2026-08-26T23:27:51Z
published: 2026-08-26T23:27:51Z
canonical: "help.gladly.com/user-role-summary"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User Role Summary Report

| **REQUIRED USER ROLE** Administrator, Team Manager, or Analyst | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

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

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg).
2. Select **Reports**.
3. Navigate to the **Agents** section.
4. Select **User Role Summary.**
5. Set your date range filter and click **View Report**.
6. 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 |
| --- | --- |
| **Month** | The month the User's activity is being reported on. |
| **User Name** | The name of the Gladly User. |
| **User Email** | The email address associated with the Gladly User. |
| **Support Users** | Marked 1 if the User's activity that month classified them as a Support User; otherwise 0. |
| **Task Users** | Marked 1 if the User's activity that month classified them as a Task User; otherwise 0. |
| **Information Users** | Marked 1 if the User's activity that month classified them as an Information User; otherwise 0. |

> [!NOTE]
> 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](/product-docs/docs/user-role-summary#support-users) 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](/product-docs/docs/user-role-summary#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](/product-docs/docs/user-role-summary#task-users), respectively, for that month.

> [!NOTE]
> 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](https://help.gladly.com/docs/managing-users-and-roles) for more on how the Analyst role is assigned.

> [!WARNING]
> 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.