I am going through the Customer Service metrics that matter and in the section:Number of replies (Number of replies is the number of times that an agent replied to
the customer. This is an important metric because it’s a good indicator of customer satisfaction; it drops significantly after three interactions with the same customer. It may also indicate how well the agent is performing. In Zendesk Explore, you capture this metric using # Public Comments.)
However, I cannot find any way of tracking how many touches are on a ticket or how to separate it end-user vs. agent touching it. We want to see which types of tickets are requiring more touches as it could be something we need to work on or an agent that isn't explaining things well.
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