Gloria Szabó
- Total activity 268
- Last activity
- Member since
- Following 0 users
- Followed by 0 users
- Votes 0
- Subscriptions 133
Articles
Recent activity by Gloria Szabó-
Email
What does this metric mean? The Email channel in the Handled Cases Category represents the Total Number of cases supported by the agent that was submitted by the customer using 1 of the Email ch...
-
Activity Hours
Salesforce Hours represent the total estimated time an agent has actively worked in Salesforce, handling tasks such as resolving cases, engaging in chats, or taking calls. 🧮 How d...
-
Touchpoints
Touchpoints display the total number of actions performed by an agent per week. An action refers to the click of the "Submit" button done by the agent. Usually, the "Submit" button is clicked when ...
-
Customer Satisfaction
Customer Satisfaction (CSAT) shows how many positive customer responses an agent receives vs negative responses as a percentage. The percentage shown on the Scorecard reflects an agent's Salesforc...
-
Reopen Rate (RR) metric definition
What is Reopen Rate? Reopen Rate (RR) represents the percentage of solved tickets that have been reopened by a customer reply. These are cases that were solved and have been reopened. A case reope...
-
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...
-
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. ...
-
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...
-
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...
-
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 ...