Chat Messages/h

What does this metric mean?

Chat Messages/h shows the average number of chat messages to the clients written by an agent per hour on a weekly basis. 

❗️Note: Chat Messages/h are not included in the Non-Chat Messages/h metric result. If you want to know how many messages/h your agent wrote (excluding the chats), check out this metric!

🧮 How do we calculate this metric?

We take the Total number of Chat Messages 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 Chat Messages of the agent per hour.

For each week you can see the average Chat Messages/h result and in the Total column, you can overview the average Chat Messages/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 Chat Messages/h metric you will see the following dashboard:

- Amount of Chat Messages per hour written per each day/week/month

Amount of Chat Messages per hour

Check how many chat messages 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 chat messages written per hour than others.
Click on the result of one of the days to get the list of all chat messages that were sent that day. 

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