Internal Notes/h

What does this metric mean?

Internal Notes/h shows the average number of internal comments written by an agent per hour every week. These notes are only visible to the users of the same Zendesk domain and are not sent to the customers.

🧮 How do we calculate this metric?

We take the Total number of Internal Notes written weekly and divide those by the active Zendesk Hours worked metric result. 

Therefore, the metric shows the average result of the written Internal Notes of the agent per hour.

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

- Amount of Internal Notes per hour written per each day/week/month

Amount of Internal Notes per hour

Check how many private comments 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 notes 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.