This metric calculates the average number of Solved Tickets per hour (ticket time) and is great to gauge the productivity of your agents.
Important: Please verify what parameter you want to use to calculate resolved per hour - working time or ticket time because they will give two different results.
Formula: (Tickets Solved) / (Ticket Time in decimal value)= Tickets Solved Per Hour
Example: agent Eugene has solved 10 tickets and his time on tickets is 7:20:46 (or 7.6739 once converted to decimal value). If we put this into the formula we would get 10/7.6739=1.36.