Public Replies

What does this metric mean?

Public Replies show the number of responses to the customers written by an agent per week. The most popular Public Replies metric is email.

❗️Note: Chat messages are not included in the Public Replies metric result. If you want to know how many chat messages your agent wrote, check out this metric!

🧮 How do we calculate this metric?

Pretty simple - every written email by the agent is counted as +1 to Public replies, even if several emails were written in the same ticket on the same day.

For each week you can see the sum of all public replies written and in the Total column, you can overview the sum of the emails written for the 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 Public Replies metric you will see the following dashboards:

- Amount of public replies written per each day/week/month

- % of all messages that are public replies

Amount of public replies

Check how many emails your agents wrote 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 or has some days with more replies written 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. 

% of all messages that are public replies

Quickly understand what is the number of public replies that your agent sent during the week compared with the overall number of messages sent.This is an important metric that will help you to see if your support experts, whose job is to support your customers, write enough public replies. 

This is also being compared to the average team result for the selected day to see if on average the team has a higher ratio of Public Replies compared to Total Messages sent.