Differences between Service and Social Analytics metrics
Isabela Pio
Published:
07/21/26 1:43 PM
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Hi Team,
Do we have any documentation that maps Service Analytics metrics to their Social Analytics equivalents?
For example, a client uses Volume of Published Messages in Social Analytics to monitor agent performance. We tried using Total Agent Message Count in Service Analytics as the equivalent metric, but the volume is lower.
Could you help clarify what each metric includes/excludes and the main reasons why the numbers may differ between the two analytics modules?
Thanks!
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