Vlad Luca

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

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?