Public Replies/h

What does this metric mean?

Public Replies/h shows the average number of responses to the clients written by an agent per hour on a weekly basis. There could be a few types of Public Replies, but the most popular one is email.

❗️Note: Chat messages are not included in the Public Replies/h metric result. If you want to know how many Chat Messages/h your agent wrote, check out this metric!

🧮 How do we calculate this metric?

We take the Total number of Public Replies written per week and divide those by the active Zendesk Hours worked metric result of the week. 

Therefore, the metric shows the average result of the written Public Replies of the agent per hour.

For each week you can see the average Public Replies/h result and in the Total column, you can overview the average Public Replies/h for the 4 weeks (1 month). 

🧐 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 Public Replies/h metric you will see the following dashboard:

- Amount of Public Replies per hour written per each day/week/month

Amount of Public Replies per hour

Check how many emails per hour your agents wrote each day of the week and compare the results with the average team results. 
Overview the results for each day of the week and see if the agent is consistent or has some days with more replies written per hour than others.
Click on the result of one of the days to get the list of all replies that were sent that day. 

❗️Note: Click on the ticket number to open the pop-up and check the whole conversation and ticket details.