I am going through the Customer Service metrics that matter and in the section:Number of replies (Number of replies is the number of times that an agent replied to
the customer. This is an important metric because it’s a good indicator of customer satisfaction; it drops significantly after three interactions with the same customer. It may also indicate how well the agent is performing. In Zendesk Explore, you capture this metric using # Public Comments.)
However, I cannot find any way of tracking how many touches are on a ticket or how to separate it end-user vs. agent touching it. We want to see which types of tickets are requiring more touches as it could be something we need to work on or an agent that isn't explaining things well.
Explore Recipe Help - Number of replies
To clarify, are you saying by adding the attribute "Agent Replies" it will calculate the public replies (agent and end-user)?
I cannot find the First Contact Resolution recipe. I'm going through the CX Metrics that matter and different Zendesk blogs, and it is pushed to get certain stats but zero help on how to actually get those stats.
Hey Kate,
The agent replies metric measures the number of public replies added to a ticket by an agent so it will not count end user replies. In those articles it sounds like the First Contact Resolution is equivalent to the one-touch ticket metric in Explore as well as there is also already a % one-touch tickets metric as well.
The agent replies metric measures the number of public replies added to a ticket by an agent so it will not count end user replies. In those articles it sounds like the First Contact Resolution is equivalent to the one-touch ticket metric in Explore as well as there is also already a % one-touch tickets metric as well.
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Agent replies is probably the best measure of this (the number of public replies added to a ticket by an agent), and that metric is available in the Ticket dataset.