Currently, ticket interactions are only being taken into account when an Agent replied or added a Public Note. Forwards or replies to those forwarded messages are not being taken into account.
In my company, we not only attend customer requests. We proactively send many outbound emails to the Clients due to the different processes within the company. For example, to ask a Client for the emission of Purchase Orders.
This and the other processes involve an escalation path in case the Client does not answer within term. The escalation path means forwarding the case to the corresponding people to escalate it.
For us, that escalation is just as important as the reply made to the customer. So forwards and replies to forwarded messages need to be count as interactions. We have KPIs made based on the tickets and their interactions to see how agents do the different follow - ups to the cases. And, of course, take action.
