Total Messages/h

What does this metric mean?

Total Messages/h shows the average number of all the responses (including public (emails), private and chat messages) written by an agent per hour on a weekly basis. It includes Public Replies, Internal Notes, and Chat Messages. 

🧮 How do we calculate this metric?

We take the sum of Public Replies, Internal Notes, and Chat Messages written per week and divide those by the active Zendesk Hours worked metric result of the week. 

Therefore, the metric shows the average result of all the Messages of the agent per hour.

For each week you can see the average Total Messages/h result and in the Total column, you can overview the average Total Messages/h 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 Total Messages/h metric you will see the following dashboard:

- Amount of messages per hour written per each day/week/month

Amount of messages per hour

Check how many messages per hour your agents wrote each day of the week and compare the results with the average team results. 
Overview the results for each day of the week and see if the agent is consistent or has some days with more messages written per hour than others.
Click on the result of one of the days to get the list of all replies that were sent that day. 

❗️Keep in mind:  It is normal to have on average higher number of Chat Messages written per hour than Emails or Private comments. Therefore it might be challenging to compare the results of the Total Messages/h between the teams who support both, Chat and Email channels. 

To understand better how teams are performing, we are offering to check the Chat Messages/h and Non-Chat Messages/h (Inlcluding the Public Replies and Internal Notes) metrics.