What does this metric mean?
❗️Note: Chat messages are not included in the Non-Chat Messages metric result. If you want to know how many chat messages your agent wrote, check out this metric!
🧮 How do we calculate this metric?
We simply sum all of the Public Replies and Internal Notes that the agent wrote within the week and present the sum as the Non-Chat Message metric:
🤨 Why would I need this metric?
It is important to understand the Total Messages that your agent manages to send per day, however, it is well-known that during the Chat conversation, usually more messages are being sent.
Therefore, to separate the results of only Public Replies and Internal Notes to be sent vs Total Messages, including the Chat Messages we introduced the metric of Non-Chat Messages.
🧐 What information will I see when drilling into the Metric?
Every metric in Agent's Scorecard has a drill-in option to see some more insights on the results.
When drilling into the Non-Chat Messages metric you will see the following dashboards:
- Amount of non-chat messages written per each day/week/month
- % of all messages are non-chat messages
Amount of non-chat messages
Check what is the sum of all the Public Replies (mostly emails) and Internal Notes your agents wrote each day of the week and compare the results with the average team results.
Overview the trendline of the results and see if the agent is consistent or has some days with more messages written than others.
Click on the result of one of the days to get the list of all replies that were sent that day.
🤩 Pro-tip: you can see the Value by every ticket number that will indicate if the message sent within the ticket was a Public Reply or an Internal Note (Private).
❗️Note: Click on the ticket number to open the pop-up and check the whole conversation and ticket details.
% of all messages are non-chat messages
Quickly understand what is the number of Non-Chat Messages that your agent sent during the week compared with the Total Messages sent.
This is an important metric that will help you to see what is the ratio between the messages sent through every channel and excluding the Chat channel.
This is also being compared to the average team result for the selected day to see if on average the team has a higher ratio of Non-Chat Messages compared to the Total Messages sent.
❗️Note: If your team does not support the Chat channel, it is normal to see 100% of the ratio of Non-Chat Messages and the same result for the Total Messages in the Scorecard.
If you do not support the Chat channel and think that this metric does not give you the necessary insights, you can always remove it from the view (not delete!) using the Scorecard Customization category of Settings. More about this here.