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agent_message_count and agent_replies_count are always 0

  • February 19, 2025
  • 3 replies
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Vlad12

I'm testing out EAP Engagement Reporting and noticed no matter how many message I send as the agent from the interface through Messaging (and I went back and forth between the agent and diner for a while), both agent_message_count and agent_replies_count are always 0 in the response I get back both on the list engagements API and get engagement by ID.

 

While we're at it, can you please explain what is the difference between agent_message_count and agent_replies_count? 

    3 replies

    S
    • Sarah36
    • February 20, 2025

    Hi Vlad, 

     

    Could you please send me the ticket ID associated with that API response, along with the subdomain you used for the API? You can email it to me, and we'll investigate the issue. 

     

    As for the difference between those metrics:

    • agent_message_count - this counts the number of public messages that had been sent by the assignee 
    • agent_replies_count - this counts all public messages as a response to end user messages that had been sent by all agents that may have been involved in the ticket (i.e., if there were 2 agents providing public replies to the end users, the replies will be counted here). This metric is intended to provide an indicator of the end user experience.

    Please let me know if there's anything else our team will be able to help with as you continue testing out the API.

     

    Best,

    Sarah D.

    Vlad12
    • Vlad12
    • Author
    • February 20, 2025

    Hi Sarah, 

     

    Sent the subdomain and sample ticket ids via email. 

     

    Alright so let's say we have a ticket that got transferred from one agent to another. I would expect to see an engagement with first agent, let's say he sent 5 messages, having (I think) agent_message_count and agent_replies_count both with the value of 5. 

     

    Then, the ticket gets transferred, let's say the second agent sends 7 messages so the second agent's engagement for the same ticket agent_message_count would be 7 but agent_replies_count would be 12 as it sums up also with message counts from previous agents? Would that be correct?

     

    Or would you expect for the first agent to also say agent_replies_count 12? I kind of assume since by the time the first agent's engagement ends we will only count messages up to that point in time? 

     

    Kind regards,

    Vlad

    S
    • Sarah36
    • February 21, 2025

    Thanks Vlad - got them and we will get back to you on that email thread on those tickets!

     

    In the scenario you've outlined:

    • Agent #1 who has sent 5 messages will have agent_message_count = 5; and,
    • (Agent #2 who has been transferred the ticket) Agent #2 who has sent 7 messages will have agent_message_count = 7

    The metrics would be computed for any given Engagements and in what you've outlined, there are 2 separate Engagements given the ticket had been transferred to another agent and the ticket has changed assignees (more details on what an Engagement is in this article). 

     

    If instead Agent #2 had been added to the Messaging ticket via an invitation to collaborate, then you can expect that Agent #1 will have an agent_message_count = 12 (this is because the Engagements will only count towards the assignee on the ticket). 

     

    Hope this clarifies!

     

    Best,

    Sarah D,

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