This metric shows us the average number of Public Comments that were made by an agent during the selected period of time.
Formula: # of Public Comments made by an agent / number of unique ticket IDs where an agent sent a Public Reply = Average # of Replies
Example: Agent A sent 85 public comments during the selected period of time. The number of tickets that the agent worked on was 23. When we put this into the formula we get: 85 / 23 = 3.69 which is the Average # of Replies.
Common uses of Average # of Replies
Average # of Replies is a great metric to measure the average volume of interactions with a customer that agents perform.