How Razviel measures

Every number in your dashboards is built from ticket records. Razviel records every ticket of your brand, and each metric reads those records. Two distinctions decide what a number covers: what Razviel captured and what it processed, and whether the metric measures performance or value.

Capture and processing

• Capture is your whole support volume. Every ticket of your brand gets a record, including the tickets your team resolves on its own in Gorgias: the share you did not route to Razviel, and what went to your helpdesk after your AI resolutions for the month ran out. These tickets are pulled from your helpdesk and classified.
• Processing is the share Razviel handled: the tickets that reached Razviel and were actually worked on.

A captured ticket that Razviel did not handle keeps the fields your helpdesk provides. What the source does not provide is left blank and marked as missing, never filled in.

Performance metrics

Performance metrics measure how Razviel operated: resolution rates, response and resolution times, backlog, volume handled. They are calculated only on what Razviel processed. When a rate says the AI resolved a share of tickets, the share is of the tickets Razviel handled, never of your whole volume. Tickets your team resolved without Razviel are not counted in them.

Value metrics

Value metrics measure money: value generated, revenue protected, revenue generated. They cover all your tickets, including the ones your team resolved, and they can always be split between what Razviel resolved and what your team resolved:

• The total view shows what your support as a whole produced.
• The Razviel view shows only what is attributed to the AI or to a Human Node.

The split uses the attribution of each ticket. How that attribution is set is explained in Who resolved a ticket.

A card can mix both

The family belongs to each metric, not to the card. A card can show a performance rate next to a value total, and each one keeps its own scope. The test is what the metric measures: money is value, and how Razviel operated is performance.

The quality of each ticket

Every ticket gets a Resolution Score from 0 to 10, calculated by Razviel on its own records. It is the standard measure of how well a ticket was resolved. The satisfaction survey of your Gorgias account is still collected alongside it when a customer answers one. Survey metrics are calculated only on the tickets that have a rating, because most tickets have none.

A ticket marked Solved means it was handled to the end. It does not by itself mean the outcome was a success: that is what the Resolution Score measures.

Every number leads to its tickets

The record of each ticket keeps the context, the policy cell used, the decision, the action carried out and the outcome. That is what lets any number open down to the tickets behind it. See From a number to the ticket.