Chat Messages

Kaizo supports chat metrics! The channel chat is now included in all the metrics you have available in the Team View and Agent view.

What does this metric mean?

Chat Messages metrics measure the responses provided by an agent by counting the total number of chat messages written by the agent.

🧮 How do we calculate this metric?

We simply sum the number of chat messages written by an agent per week. 

For each week you can see the sum of all chat messages written and in the Total column, you can overview the sum of the messages written for the 4 weeks (1 month). 

Team View

When viewing your chat data from the Team View, every channel will be pre-selected for you-  however, you can use the filters to only select the channel chat. When selecting 'only' chat, we will display data for chat only. 

If you have all channels selected we will include all channels including chat into the data displayed in the team view.

Agent View

To view your agents chats metrics from the Agent View you can use the filter to select Chat. When selecting chat we will only display the chat data in the Scorecard. 

This is important as some metrics would be impacted e.g: First reply time or reply time. As you might have shorter handling times on Chat, this would reduce the average of the first reply time you see for your agent. 

Tip: When looking at the data especially on Handling Speed, please keep this in mind when comparing the data between channels.

‘Chat Messages’  can be found in the Team View and this will show the total amount of messages sent by the agent in chat for the selected time. 

Example: Ana (Agent) handles her first chat for the day with customer A, the number of replies in this chat amounts to 10. Ana then handles her second chat for the day with Customer B, the number of replies in this chat amounts to 15. 

Chat messages calculation for Ana :  10 + 15 = 25

Chat messages can be selected from the list of metrics in the drop-down and here we will show on team level how many chat messages your team had and below we will show per agent. 

Please note: These are only replies on chat by the agent and not incoming messages from the end-user as we measure agent productivity. 

Would you like to deep dive into your chat metrics? check out this article on how to use the Incident Drill-ins in the agent view.