Gloria Szabó
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Recent activity by Gloria Szabó-
Public Replies/h
What does this metric mean? Public Replies/h shows the average number of responses to the clients written by an agent per hour on a weekly basis. There could be a few types of Public Replies, bu...
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Mean/Median Avg. Reply Time
Reply Time (RT) represents the time between the customer's follow-up question and the agent's following response. This is calculated Excluding the First Reply Time. 🧮 How do we calculate this? ...
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Mean/Median Avg. First Reply Time
First Reply Time (FRT) represents the time between when a ticket is initially created by a customer and when an agent sends the first public comment. 🧮 How do we calculate this? Formula: Time o...
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Time spent per message
NB: In order for us to track time spent per message you need to have the Time Tracking app installed in Salesforce. Depending on the configuration set, the app can automatically log the total time ...
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Total Messages
Total Messages metric measures the responses provided by an agent by counting the total number of public replies, internal notes, and chat messages submitted by the agent per week.
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Chat Messages
To include chat metrics in your Scorecards, your team has to be working in Salesforce Agent workspace. Kaizo only supports chat metrics for the Salesforce agents workspace. Kaizo supports...
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Non-Chat Messages
What does this metric mean? Non-Chat Messages show the sum of all the Public Replies and Internal Notes that were left by an agent per week. ❗️Note: Chat messages are not included in the N...
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Internal Notes
What does this metric mean? Internal notes show the number of private responses left on the ticket written by an agent per week. ❗️Note: Some of the Internal notes can be created automaticall...
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Public Replies
What does this metric mean? Public Replies show the number of responses to the customers written by an agent per week. The most popular Public Replies metric is email. ❗️Note: Chat messages are ...
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Total vs Average
In Team Scorecard, when visiting for a quick glimpse of the latest team's results, you may notice the aggregated results in the form of Total and Average. 👉 For some metrics, such as Total Case...