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Metrics

Eugene Cheok
Eugene Cheok
  • Updated

Below is a list of metrics currently available for the Reports feature. You will find the exact definitions for each metric and formulas for some of the metrics we use. 

Point Metrics

Rate and Time Metrics

IMPORTANT: Agent Activity related metrics, both on Reports and Agent Activity, will only show complete information on workstreams, teams and locations from the date of enablement of Reports feature in the customers’ Tymeshift account onward. 

 

Point Metrics

Metric Description Formula
Assigned Point The Assigned Point is the number of tickets that an agent has been assigned. A Tickets Assigned point may be counted whether the agent assigns the ticket to themselves OR someone else assigns the ticket to them OR an automation/routing assigns the ticket to them. N/A
Attended Point

An Attended Point will be given to an agent if the agent performs one of these actions: 

  • Changing the status of a ticket
  • Leaving a public comment or an internal comment
  • Changing the assignee of the ticket to yourself
  • Changing the assignee of the ticket to someone in the same group the agent is in

An agent will not receive multiple points for a single audit. For example, if they leave a comment, change the status and adds a tag then clicks Submit, they will only receive 1 Attended Point. However, if they leave a comment and click submit and then return to the ticket and change the status and click submit again they will receive a total of 2 attended points. Additionally, no Attended Point will be given to agents who Solve or Escalate a ticket. They will receive a Solved Point or Escalated Point respectively. 

N/A
Escalated Point

An escalated point is attributed to an agent when:

  • A ticket is assigned to an agent and that same agent assigns a ticket to a different group other than the one the ticket is currently in.

An escalated point will not be given to an agent when: 

  • The agent is assigning the ticket to themselves in a different group. 
  • The agent has already received an Escalated or Solved point for that ticket.
N/A
Handled Point

This is the unique count of Ticket IDs that an agent worked on. An agent will be given a point if:

  • The agent updated a ticket with any of the following Public Comment, Private Comment, Group, Assignee, Status Change.
  • The agent has not received a Handled Point for that Ticket ID within the last 12 hours.
N/A
Reopened Point An agent will receive a Reopened Point every time a ticket changes from Solved to Open. A Reopened point is counted for the agent who previously changed the ticket to the Solved Status.  N/A

Solved Point

A Solved Point is counted differently from Zendesk. A Solved Point will only be given to the first agent that Solved the ticket for the first time. If another agent solved the same ticket after it was already solved, that agent will not receive the Solved point but will instead receive an Attended Point. N/A
Public Comments The Public Comments metric tracks how many public comments have been sent inside of Zendesk. Each public comment an agent sends is counted as one public comment. N/A
Private Comments The Private Comments metric tracks how many Private comments have been left inside of a ticket. Each private comment an agent leaves in the ticket is counted as one private comment. N/A

 

Time Metrics

Average Handle Time (AHT) Average Handle Time (AHT)  represents the average amount of time an agent spends on each ticket they worked on.

Total Ticket Time / Number of unique tickets with Time Spent

First Response Time The First Response Time shows how long it takes from the time a ticket is created until an agent sends the first public comment on the ticket.

Do note if you group this by any dimensions other than Ticket ID or if you selected a date range, you will get an average First Response Time.

Time of first public reply - Time ticket is created
First Response Time After Assignment The First Response Time After Assignment shows how long it takes for an agent to send a public comment after the ticket has been assigned to the agent.  N/A
Number of Unique Tickets with Time Spent This is a count of tickets where there's Ticket Time recorded on any unique tickets that an agent spent in that time frame. A unique ticket cannot be counted twice and will only be given to the agent once per ticket. N/A 
Occupancy Rate Occupancy Rate (which is sometimes referred to as Utilization) helps you to understand how much of an agent's time is spent on Support-related activities vs. non-support activities within their paid time. Industry-standard is at 75-85%. Productive time / (Unproductive time + Productive time)
Paid Time Paid time is the total time the agent tracked excluding any unpaid General Task time, for example Lunch. These General Tasks are General Tasks that have "Exclude from Occupancy" selected. Total time - Unpaid General Task Time
Paid General Task Time Sum of all time an agent tracked in a General Task where Excluded from Occupancy is not selected. N/A
Productive General Task Time Sum of all time an agent tracked in a General Task where the Productive time was selected. N/A
Productive Time Productive time is the total time an agent is actively clocked in a productive state. This will include all ticket time as well as any General Task that is not excluded from Occupancy. Ticket Time (including new ticket time) + All Productive General Task Time.
Solved Points per Paid Hour This metric will show you the number of tickets an agent solved on average for each paid hour the agent tracked.

Note, Paid time = Ticket Time + Paid General Task Time + Untracked Time.

Solved Points/Paid Time
Solved Points per Productive Hour This metric will show you the number of tickets an agent solved on average for each productive hour the agent tracked. Solved Points/Productive Time
Ticket Time The Ticket Time is the sum of all the time an agent tracked in a ticket or new ticket time.  N/A
Total Time Total time is the sum of all the time tracked by an agent until he ends his day. So time in all activities, general tasks and untracked time as well. N/A
Unproductive Time Unproductive Time is the total time an agent is tracked in an unproductive state. The General Task included here are General Task time where Productive time is not selected. Unproductive General Task Time + Untracked Time
Unproductive General Task Time Sum of all time an agent tracked in a General Task where the Productive time was not selected. N/A
Unpaid General Task Time Sum of all time an agent tracked in a General Task where Excluded from Occupancy is selected. N/A
Untracked Time Untracked time is the sum of all time an agent tracked while not in a General Task or other activities such as Tickets, Chats, Voice. N/A

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