Good morning everyone, I'm setting up a report in Explore that counts the tickets create via via WhatsApp messages, and the responses provided by the agents.
The dataset I'm using is Update History.
To measure the responses provided by the agents, I'm using the standard metric Agent Comment (default formula: IF ([Comment present] = TRUE AND [Updater role] != "End-user") THEN [Update ID] ENDIF).
However, I've noticed that something doesn't add up correctly.
Is it possible that whatapp transcriptions are also counted as Agent Comments ?
Going into details (ticket audit) I’ve notice that the single transcprition within our setting is classified as “comment” while author is the system (internal code -1) and visibility is public.
That’s why I guess that this kind of comment is counted by the Agent Comment formula
Thank you for any advice or help
Yes, if the actor of the transcript is under the agent's name it will count as an agent comment.
I hope that helps!