Dear community,
How can I measure the number of agent responses (updates) that was made via messaging, compared to the number of responses that were sent via email?
Thank you!
Siri
Measure responses via messaging vs. email
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You can make use of the Updates History dataset from Explore to accomplish this task! I've prepared a sample for you to refer to, please refer to the screenshot below:
I utilized the Updates as Metrics and selected the Ticket channel, as well as the Updater's name/role as Attributes. I then applied filters based on my preferred channels and roles to obtain the specific details required for my report.
I hope this helps!