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)= Tickets Solved Per Hour
Example: Your agent Nathan Norton has solved 17 tickets his time on tickets is 46.36. If we put this into the formula we would get 17/46.36=0.37.