Virgin Experience Days

How can you measure agent activity for Instagram & WhatsApp? We haven't fully migrated to Message yet, so we still see public comments for Emails, FB & Twitter. We can see chat activity for agents on LC, however we can see any activity for Insta or WhatsApp?

Can anyone help?

Hi

I'm trying to ensure my reporting on incoming contact is correct to make sure I have the right amount of staffing

We are reporting the usual stats such as Tickets Created, Public Comments (by advisors), Tickets Solved etc

We are also tracking the volume of new, open, pending & on hold tickets 

The measure I cant seem to get is the number of customer replies that are coming back in... these contacts wouldn't be counted under 'tickets created', as the ticket is in an 'Open' status and was previously responded to by and advisor and prior to the customer replying it would have been in a pending status. So I think I need to report on how many tickets have changed from Pending back to 'Open' but I cant seem to get this to work?

Can anyone point me in the right direction?

Thanks