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 just click on Metric Settings.
There are two options for you to choose from Solved Tickets & Tickets Solved Per Hour setting. You can choose how you want your agents’ Solved Tickets and Tickets Solved Per Hour points to be computed.
This is how these options will impact your reports:
- 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 point, even if multiple agents solve the same ticket and even if that one first agent solves the ticket multiple times.
- Counted Once Per Agent Per Ticket: if an agent solves a ticket, that agent can only receive 1 Solved Ticket point no matter how many times they solve that specific ticket. If multiple agents solve the ticket, they each can receive 1 Solved Ticket point as well.
- Agent A solves a ticket 5 times
- Agent B solves the same ticket 5 times.
For "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
For "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 Attend points.