Understanding Reply Types metrics

Knowing how your agents are replying to certain tickets is key to identifying inefficiencies as well as opportunities to automate. For example if, for a certain category, all tickets are being replied to manually that means macros might not exist; if for another category tickets are all being replied to using macros, those are great candidates to automate.

The Reply Types page of the metrics section gives you an overview of how tickets are being replied to. For each category, you can click on the arrow to drop down and show you the tickets and their respective percentages divided into:

• Manually replied;
• Unassisted Macro Reply;
• Assisted Macro Reply;
• Automated Reply.

You will notice that the distribution of the metrics might not amount to 100% for certain categories. There are two reasons for it: 

• Tickets that have at least one suggestion count as assists; if for that same ticket an agent also used a macro reply, that ticket will count in both sums.
• Tickets that are classified, but haven’t gotten a reply yet (or haven’t been closed), don’t count for these reply statistics although they are considered in the number of tickets that fall under that category.

Filtering Metrics Results

On the top of the page, you can filter the results by category, agent, language and/or time range. When a certain category, agent and/or language is selected, the total numbers change to the total for the selected category/language within the selected time range.