Metric Settings lets you customize the way Tymeshift will attribute Solved Ticket points to each agent’s activity. This can help you to reflect your organization’s KPI structure.
In order to access this feature, go to Admin , and click on Metric Settings.
There are two options for you to choose from, which are Solved Tickets & Tickets Solved Per Hour. You can choose how you want your agents’ Solved Tickets and Tickets Solved Per Hour points to be computed.
These options will impact your reports in the following ways:
- Counted Once Per Ticket: only 1 Solved Ticket point is given for each ticket. The first agent to solve the ticket is the only one to receive a Solved point. Even if multiple agents solve the same ticket and even if the first agent solves the ticket multiple times, they will then get Attended points.
- Counted Once Per Agent Per Ticket: 1 Solved Ticket point is given for each agent who solved the ticket. That means, if multiple agents solve the ticket, they each receive 1 Solved Ticket point, the first time they solved it. If agents solved ticket more then once, they will receive Attended Points.
- Agent A solves a ticket 5 times
- Agent B solves the same ticket 5 times
Counted Once Per Ticket: Tymeshift gives 1 Solved Ticket point only to Agent A. Tymeshift gives another 4 Attended points to Agent A, and 5 Attended points to Agent B.
Counted Once Per Agent Per Ticket: Tymeshift gives 1 Solved Ticket point to Agent A, and 1 Solved Ticket point to Agent B. Tymeshift also gives Agent A and B 4 Attended points.