Non-Chat Messages/h

What does this metric mean?

Non-Chat Messages/h shows the average number of all the responses (excluding the Chat Messages) to the clients and internally written by an agent per hour on a weekly basis. This includes all the Public Replies (emails) and Internal Notes.

❗️Note: Chat Messages are not included in the Non-Chat Messages/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 a sum of every Public Reply and Internal Note written by the agent within the week and divide it by the active Zendesk Hours worked metric result of the week. 

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

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

- Time spent per message 

1. Amount of Non-Chat Messages per hour
   
   Check how many public and 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. 
   
   
   
   
2. Time spent per message
   
   🚨 To see the results for this metric you have to first install the Time Tracking app from the Zendesk Marketplace. 
   
   Have a quick overview of the distribution of the tickets based on the time that was spent during the message. Identify the tickets where the agent took too long of time to reply to the customer as well as the tickets where the agent rushed through, not giving the ticket and the customer enough attention.
   
   More about the metric can be found here.