The chat transcripts from Messaging tickets display the timestamp for each message. However, the ticket's metrics are only determined by ticket events, and the entirety of a chat transcript only creates 1 ticket event.
How do I determine the length of time that an Agent spent waiting on a customer to respond to each message? Telling me the Time to Full Resolution isn't very useful for volume/staffing questions if I don't know how much idle time each Agent spends waiting on customer responses.
Ex: Time to Full Resolution is 20 minutes, so I should expect Agents to solve 3 tickets per hour. The reality, as shown by manually evaluating chat transcripts, is that Agents spend 15 minutes waiting on customer responses during each ticket, and only 5 minutes actually working on a ticket. So an Agent's hourly ticket capacity is actually 12, not 3.
How do I work around this deficiency in Explore?
Tracking back-and-forth time in Messaging tickets
@ahmed11 Thanks for your response!
I am familiar with these metrics. The problem is that, if a customer has an advanced issue, we changed the ticket interaction from Messaging to Email in order to give the customer detailed instructions. And then these metrics, such as Requester Wait Time, start taking into account the time between Email responses.
I just want the metrics to display information from Messaging interactions -- not everything from a Messaging ticket, as these tickets often get elevated to Email interactions. I just need these metrics based on the Agent completing Messaging interactions with a ticket before it is escalated to Email.
Ticket 474788 was handled exclusively with Messaging interactions. Ticket 474803 was escalated to Email interactions. I need to know the metrics for the Messaging interactions of ticket 474803, before it was escalated to Email.
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.