Explore Recipe Help - Number of replies


4 Commentaires

  • Dave Dyson
    Zendesk Community Manager
    Hi Kate, 
    Agent replies is probably the best measure of this (the number of public replies added to a ticket by an agent), and that metric is available in the Ticket dataset. 
  • Kate Horner

    @Dave Dyson

    To clarify, are you saying by adding the attribute "Agent Replies" it will calculate the public replies (agent and end-user)?

  • Kate Horner

    I cannot find the First Contact Resolution recipe. I'm going through the CX Metrics that matter and different Zendesk blogs, and it is pushed to get certain stats but zero help on how to actually get those stats. 

  • Alex Zheng
    Zendesk Customer Care
    Hey Kate,
    The agent replies metric measures the number of public replies added to a ticket by an agent so it will not count end user replies. In those articles it sounds like the First Contact Resolution is equivalent to the one-touch ticket metric in Explore as well as there is also already a % one-touch tickets metric as well.

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