Messages to Solve

“Messages to solve" metric is calculated by taking every agent’s total number of Public replies to the customer before the case was solved.

For example👇

Agent A and Agent B both worked on the same case, Agent A sent 2 replies and Agent B sent 3 replies and resolved the case. After that, we will assign the result for both agents as 5 Messages Solved

If the case is reopened and Agent B additionally will send 1 more message, Agent B will receive another result for this case with 6 Messages Solved.

We calculate the average of all of the results, therefore in this case, the average for the case would be 5.5 messages to solve.

You can always check what tickets and values contributed to your agent’s results by drilling into the Agent Scorecard👇