📣 Release: New Tickets Funnel Metrics — Call Duration, Public Replies, Chat Messages & Reply Time – Kaizo

Your Tickets Funnel just got smarter! 🎉

We've added four new metrics to help you fine-tune which tickets land on your QA Scorecard. Whether you're filtering out disconnected calls, zeroing in on high-touch conversations, or focusing on response times — these new filters give you the control to sample only the tickets that matter most.

What's New?

When configuring your Tickets Funnel per QA Scorecard, you'll now see four additional metrics available alongside your existing filters:

🕐 Call Duration

Filter tickets by how long the phone call lasted. Set a minimum and/or maximum duration to ensure your QA team only reviews calls with enough substance to evaluate.

Example: Set a minimum of 60 seconds to automatically exclude dropped calls, quick transfers, or accidental dials from your QA queue.

💬 Public Replies

Filter tickets by the number of public replies the agent sent. This helps you focus on interactions where the agent actually engaged with the customer.

Example: Set a minimum of 2 public replies to skip tickets where the agent only merged or closed the ticket without a real conversation.

📩 Chat Messages

Filter tickets by the total number of chat messages exchanged. Perfect for chat-heavy teams that want to review conversations with meaningful back-and-forth.

Example: Set a minimum of 5 chat messages to focus your QA on conversations that had enough depth to properly evaluate.

⏱ Reply Time (Median)

Filter tickets by the agent's median reply time. Use this to target reviews on tickets where response speed was notably fast or slow.

Example: Set a maximum median reply time of 2 hours to review only quick-turnaround tickets, or set a minimum to focus coaching on slower responses.

How to Set It Up

Getting started is simple — it works just like the filters you already know!

Navigate to Settings → Quality Assurance → Tickets Funnel
Select the QA Scorecard you want to configure
Scroll to the Metrics filter section
You'll see the new metrics listed alongside existing ones — select the ones you need
Set your preferred min/max values for each metric

💡 Pro-tip: If more than one metric is selected, we include tickets that meet at least one of the metric criteria. For example, if you set both a minimum of 2 Public Replies and a minimum of 5 Chat Messages, a ticket that meets either condition will be included.

💡 Pro-tip x2: Use the Preview panel on the right side to see how your new filters impact the number of tickets available per agent before saving. This helps you make sure you're not filtering too aggressively!

Why This Matters

These filters help you:

Eliminate noise — No more rating 5-second dropped calls or tickets where nothing actually happened
Focus QA effort where it counts — Review real, substantive interactions that reflect an agent's true performance
Save time — QA experts spend less time swapping past low-quality tickets and more time on meaningful evaluations
Get better insights — When your rated sample is cleaner, your IQS scores and coaching recommendations become more accurate

Good to Know

These new metrics work alongside all existing Tickets Funnel filters (channels, tags, groups, etc.) — nothing changes about your current setup
They are available on every QA Scorecard — configure them independently per scorecard just like you do today
The filters apply to both manual QA and AutoQA/Autopilot ticket sampling

❗️ Important: If you set the filters too narrow, fewer tickets will be available for QA rating. Always check the Preview panel to make sure your agents still have enough tickets to meet the weekly QA goal.

Need Help?

If you have any questions about the new metrics or want help configuring them for your team, don't hesitate to reach out to your CSM or contact us at support@kaizo.com — we're happy to help! 🙌

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