“Messages to solve" metric is calculated by taking every agent’s total number of Public replies to the customer before the ticket was solved.
Agent A and Agent B both worked on the same ticket, Agent A sent 2 replies and Agent B sent 3 replies and resolved the ticket. After that, we will assign the result for both agents as 5 Messages Solved
If the ticket is reopened and Agent B additionally will send 1 more message, Agent B will receive another result for this ticket with 6 Messages Solved.
We calculate the average of all of the results, therefore in this case, the average for the ticket 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👇