This metrics shows the number of tickets that had activity on them (Public Comment, Private Comment, any tickets that had a group or assignee, or ticket status changed), therefore, this metric tracks any update made on a ticket per agent per day.
Each ticket can be counted as one Handled Ticket per day/per agent. If an agent does five updates to a ticket on one day, he/she will get only one Handled Ticket point. But, if two agents each do five different updates on a single ticket, on the same day, then each agent will be rewarded with one handled ticket point.
Example Workflow:
Day 1
Agent A sends a comment on ticket #23 (1 Handled Ticket point awarded)
Agent A solves a ticket #23 (no Handled Ticket point awarded) but a Solved Ticket will be awarded
Agent B sends a comment on ticket #23 (1 Handled Ticket point awarded)
Agent B escalates ticket #23 (no Handled Ticket point awarded)
Day 2
Agent A escalates ticket #23 (1 Handled Ticket point awarded)
Agent A leaves a public comment on ticket #23 (no Handled Ticket point awarded)
Agent B leaves comment on ticket #23 (1 Handled Ticket point awarded)
Agent B leaves a public comment on ticket #23 (no Handled Ticket point awarded)
false true true