What does this metric mean?
The Chat channel in the Handled Tickets Category represents the Total Number of tickets supported by the agent that was submitted by the customer using 1 of the Chat channels.
The Channels included in the group of Chat Channels can be:
- Zendesk Chat
- Apple Business Chat
- Facebook Messenger
- Instagram Direct Message
- Twitter Direct Message
🔥 To see the breakdown of the tickets supported per all these grouped channels, simply unwrap the Metric:
🧮 How do we calculate this metric?
Every time the agent "touches" the ticket, or leaves 1 touchpoint, that came through one of the named above channels, we add this ticket as +1 to the Handled tickets for the respectful channel.
The result presented for the Chat grouped metric is a sum of all the tickets supported through the mentioned channels.
❗️If the agent supported the same ticket, or left multiple touchpoints, within the same ticket for the same day the ticket is only counted once for that day.
- Agent A opened ticket #1 that came through the ZD Chat and sent the reply to the customer at 09:00 am on Monday.
- On the same day, Agent A returned to the ticket to leave the Internal note at 10:00 am
- At 09:00 am on Tuesday Agent A received the reply from the customer and solved the ticket.
In the Agent Scorecard, Agent A will see 2 Handled tickets for the Chat group channel:
- 1 counted from Monday
- 1 counted from Tuesday
🧐 What information will I see when drilling into the Metric?
Every metric in the Agent's Scorecard has a drill-in option to see some more insights on the results.
When drilling into the Chat Channel metric you will see the following dashboards:
- Amount of Chat tickets touched per day/week/month
Amount of Chat tickets touched
Check how many chat tickets your agents supported 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 with supporting the Chat tickets, or if some days, where they were assigned to the Chat task there were no relevant tickets supported.
Click on the result of one of the days to get the list of all the tickets touched by the agent that day.
❗️Note: Click on the ticket number to open the pop-up and check the whole conversation and ticket details.