Statistics Improvements: Including messages sent via API and fixing a bug that included some internal-notes in metrics
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Improvement
Here's a concise overview of some recent technical improvements:
Public messages sent via API are now included in metrics computation.
We are including these messages to better reflect the impact of all the tools you use on the customer experience you provide. For instance, if you are using a 3rd party AI chatbot, we will now take their messages in consideration when computing the FRT or when attributing a ticket when filtering by agent on Tickets created.
Fixed a bug that included misclassified internal notes in some metrics
We fixed a bug that included misclassified internal notes when computing Messages sent , Tickets replied and Messages per ticket.
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Published by Gorgias Support