Helpdesk Agent Outgoing Messages – Ulizamama

Salesforce findings: agent response volume, part distribution, complexity and cost analysis

December 2025 January 2026 February 2026 Helpdesk agent responses Instant responses to shorten

Volume overview

Dec total messages

6,406

Starting baseline

Jan total messages

9,503

+48.4% vs Dec

Feb total messages

13,428

+41.3% vs Jan · +109% vs Dec

Dec parts tracked

5,149

of 6,406 total

Jan parts tracked

6,026

of 9,503 total

Feb parts tracked

8,057

of 13,428 total

Agent message volume trend

Total agent messages vs parts tracked – December / January / February

Total messages Parts tracked

Volume is growing rapidly: Agent message volume more than doubled from December (6,406) to February (13,428) — a 109% increase in just two months..

Part distribution – all months overlaid

Agent response part counts by month – December / January / February

December January February

Part breakdown – interactive per month

Agent response parts – December (tracked: 5,149)

Raw part counts – full summary

Agent response part counts by month

Month	Total msgs	1-part	2-part	3-part	4-part	5-part	6-part	Total tracked
December	6,406	88	436	3,558	957	107	3	5,149
January	9,503	131	817	4,318	695	62	3	6,026
February	13,428	174	1,334	5,347	1,073	123	6	8,057

Part complexity analysis – 1-part vs 2-part vs 3-part and above

Responses grouped into three complexity tiers — single-part (simplest), two-part, and three-or-more parts (complex) — tracked as a percentage of all parts recorded each month.

Agent responses – 1-part / 2-part / 3-part+ share by month (%)

1-part 2-part 3-part and above

Agent responses – part tier counts & percentages (of total tracked)

Month	Total tracked	1-part	2-part	3-part+
December	5,149	88 1.7%	436 8.5%	4,625 89.8%
January	6,026	131 2.2%	817 13.6%	5,078 84.3%
February	8,057	174 2.2%	1,334 16.6%	6,549 81.3%

Per-month tier share – agent responses

December

1-pt 1.7% 2-pt 8.5% 3+ 89.8%

January

1-pt 2.2% 2-pt 13.6% 3+ 84.3%

February

1-pt 2.2% 2-pt 16.6% 3+ 81.3%

3-part+ responses dominate but complexity is gradually shifting: The 3-part+ tier drove 89.8% of all agent responses in December, declining to 81.3% by February. The 2-part share nearly doubled from 8.5% to 16.6%, suggesting agents are increasingly resolving some queries with shorter responses as overall volume scales up.

Intents associated with 7–10 part responses

The following intent categories are known to trigger the longest multi-part responses. These need reviewing to ensure the users get the right information without being overwhelmed.

Miscarriage & baby loss Unrelated to pregnancy Baby milestone general Complementary feeding Breastfeeding C-section EDD milestones (twins)

No instant responses were sent in this period (Dec 2025 – Feb 2026).These intent categories have the highest per count responses that need reviewing.

Cost analysis – pricing by part distribution

Each message part costs GHS 0.0300. Total cost is calculated per tier: 1-part responses cost GHS 0.03, 2-part responses cost GHS 0.06. For the 3-part+ tier, a weighted average part count is derived from the actual distribution within that tier each month: Dec avg 3.26 parts → GHS 0.0978 each · Jan avg 3.16 parts → GHS 0.0948 each · Feb avg 3.20 parts → GHS 0.0961 each.

Unit rate

GHS 0.03

Per message part

1-part cost

GHS 0.03

1 × 0.03

2-part cost

GHS 0.06

2 × 0.03

3-part+ cost (Dec)

GHS 0.098

3.26 avg parts

3-part+ cost (Jan)

GHS 0.095

3.16 avg parts

3-part+ cost (Feb)

GHS 0.096

3.20 avg parts

Total agent cost by month (GHS) – stacked by part tier

1-part cost 2-part cost 3-part+ cost

Monthly cost trend by tier and total (GHS)

1-part 2-part 3-part+ Total (dashed)

Agent response – cost breakdown by part tier per month

Month	1-part count	1-part cost (GHS)	2-part count	2-part cost (GHS)	3-part+ count	3-part+ cost (GHS)	Total cost (GHS)
December	88	2.64	436	26.16	4,625	451.77	480.57
January	131	3.93	817	49.02	5,078	481.85	534.80
February	174	5.22	1,334	80.04	6,549	629.37	714.63

Monthly grand total summary

Month	Total messages	Parts tracked	Total cost (GHS)	Avg cost per part (GHS)	Change vs December
December	6,406	5,149	480.57	0.0933	—
January	9,503	6,026	534.80	0.0888	+GHS 54.23 (+11.3%)
February	13,428	8,057	714.63	0.0887	+GHS 234.06 (+48.7%)

Cost share by part tier – % of total monthly spend

1-part 2-part 3-part+

3-part+ responses drive nearly all costs: Across all three months, the 3-part+ tier accounts for 88–94% of total spend. Even as volume more than doubled, the average cost per tracked part held stable at ~GHS 0.089–0.093 — indicating part composition is consistent despite scale.

Total costs grew 48.7% across the quarter: From GHS 480.57 in December to GHS 714.63 in February, with a growth in agent message volume of 109%. The 2-part cost tier grew fastest in share from GHS 26.16 (5.4% of spend) to GHS 80.04 (11.2%) as shorter responses scale with volume.