Metrics

Metrics

• Total vs Average

Activity

• Touchpoints
• Activity Hours

Messages

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

Handled Tickets

• Chat
• Email
• Phone
• Total Tickets Handled

Handling Speed

• Time spent per message
• Mean/Median Avg. First Reply Time
• Mean/Median Avg. Reply Time
• Public Replies/h
• Internal Notes/h
• Non-Chat Messages/h

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Solution Quality

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

Service Quality

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