Internal Notes

What does this metric mean?

Internal notes show the number of private responses left on the ticket written by an agent per week. 

❗️Note: Some of the Interna notes can be created automatically - for example, when the agent merged the ticket with another one. 

🧮 How do we calculate this metric?

Pretty simple - every written note by the agent is counted as +1 to Internal notes, even if several notes were written in the same ticket on the same day.

For each week you can see the sum of all internal notes written and in the Total column, you can overview the sum of the notes written 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 metric you will see the following dashboards:

- Amount of internal notes written per each day/week/month

- % of all messages that are internal notes

1. Amount of internal notes
   
   Check how many internal notes 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.