This EAP will give you access to messaging dataset (Explore Professional and above) and pre-canned Messaging reporting dashboard in Explore.
Your business will be able to measure health of operations - end-user experience, agent performance and estimate staffing on messaging channels.
The messaging dataset and reporting dashboard includes metrics such as Median First Reply Time, Median Requester Wait Time (Median Reply Time), Median Assignment to First Reply, Number of messages sent by the end-user. List of metrics supported by Messaging dataset. It will not affect your existing metrics and reports.
To note: Data is available from the date the messaging reporting EAP is enabled for your account.
