Gloria Szabó
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Articles
Recent activity by Gloria Szabó-
Negative Response Rate (NRR)
Negative Response Rate (NRR) shows how many negative customer responses an agent receives vs positive responses as a percentage. It is the inverse of an agent’s CSAT score (e.g. If an agent’s week...
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Total Messages/h
What does this metric mean? Total Messages/h shows the average number of all the responses (including public (emails), private and chat messages) written by an agent per hour on a weekly basis. ...
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Chat Messages/h
To include chat metrics in your Scorecards, your team has to be working in the Omni-Channel Console. What does this metric mean? Chat Messages/h shows the average number of chat messages to...
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Non-Chat Messages/h
What does this metric mean? Non-Chat Messages/h shows the average number of all the responses (excluding the Chat Messages) to the clients and internally written by an agent per hour on a weekly b...
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Internal Notes/h
What does this metric mean? Internal Notes/h shows the average number of internal comments written by an agent per hour every week. These notes are only visible to the users of the same Salesforce ...
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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.