Metrics

Solution Quality

• Cases Solved / h
• One-Touch Rate (FCR)
• Messages to Solve

Metrics

• Total vs Average

Messages

• Total Messages
• Chat Messages
• Non-Chat Messages
• Internal Notes
• Public Replies

Handling Speed

• Total Messages/h
• Chat Messages/h
• Non-Chat Messages/h
• Internal Notes/h
• Public Replies/h
• Mean/Median Avg. Reply Time

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Service Quality

• Customer Satisfaction
• Reopen Rate (RR) metric definition
• Negative Response Rate (NRR)

Activity

• Activity Hours
• Touchpoints

Handled Cases

• Total Cases Handled
• Email