Hi,
I am trying to identify which chats have been actually replied by our agents and which ones are not. For that I have created a metric that counts all those chats where there were at least one replied from my human agents (excluded chatbot) by using VALUE(Engagement agent messages)>=1.
The problem is that when i want to get all of those where there was not a message the filter dont work well as some engagements might have messages but some others havent, within the same chat. So if I use VALUE(Engagement agent messages)<1 will give me all of those where at least 1 engagement got not agent messages, regardless if there was any other engagement with messages.
Any idea about how to count those that havent been properly answered at any point?
Thanks
Have you try building your metric/attribute around the native metric Chat agent messages instead of Engagement agent messages? Chat agent messages counts the no. of replies sent by an agent within the entire chat session (not just at the engagement level). From how you described your use case, it sounds like this is a better metric to use for your calculations.