Measuring the success of your support efforts is critical, and metrics help you understand your customers' experience as well as your team's performance. Sometimes, the metrics you see on Kayako Insights might be confusing, particularly the Customers helped and Conversations touched metrics.
This article explains the difference between these two metrics, as shown in the image below.
Customers Helped vs. Conversations Touched
These metrics are defined in the following ways:
- Customers helped is the number of unique customers communicated with, even if an agent or team worked on multiple conversations from the same customer.
- Conversations touched is the number of conversations that this agent or team updated in some way.
To better explain these two metrics, let's take a look at the following example:
An agent has one customer — John Johnson — and the following conditions are met:
- The agent is assigned to the ticket; the first time with this customer.
- The agent responds to the ticket with a single public reply.
This scenario creates the following metric result:
- 1 on Total public replies
- 1 on Customers helped
- 1 on Conversations touched
- 1 on Total assigned
Let's suppose John Johnson submits another ticket, which is then assigned to the same agent, and the agent responds to it with a single reply. This scenario then creates the following metric result:
- 2 on Total public replies (since the agent submitted a second reply on new ticket)
- 1 on Customers helped (no change, since it is the same customer)
- 2 on Conversations touched (the second conversation was created with the second ticket)
- 2 on Total assigned (the second ticket was added to the first)
Customers helped in this example counts the number of unique customers with whom the agent communicated, while Conversations touched is anything that the agent has touched in some way, even if the ticket came from the same customer. Since the agent helped the same customer for a second time, the Customers helped remains the same.
If John submits a third ticket, and the same agent is assigned to it again and responds to it, three of the following four metrics are updated:
- 3 on Total public replies
- 1 on Customers helped
- 3 on Conversations touched
- 3 on Total assigned
Conclusion: While the number of Conversations touched was updated with each ticket, Customer helped wasn't updated after the first ticket because all three tickets came from one unique customer.
Interpreting Your Support Metrics with Insights: This article provides a quick overview of Kayako's analytics and reporting features in the Insights area.
Performance Metrics on Your Conversations, Agents, and Teams: This article explains how to interpret the metrics included in the General section of Kayako's Insights pages.