Skip Rate helps you to understand the percentage of tickets in an incoming queue (view) that were opened by agents but had no action performed on them. Specifically, it measures the total number of tickets opened by an agent (Tickets Touched) compared to the number of tickets opened which had no assignee and no action was taken on the ticket. (Unassigned Unattended Tickets). This metric is expressed as a percentage.
Note: If an agent returns to a ticket they had previously skipped within the same day then Tymeshift will not count it as a skipped ticket.
Why the name Skip Rate?
When agents work in guided mode, the behavior of opening a ticket and taking no action on the ticket is called skipping the ticket.
Formula: Unassigned Unattended Tickets / Tickets Touched = Skip Rate
Common uses of Skip Rate
Skip Rate is useful to understand how frequently agents are actively opening tickets and taking no action. A high number of skipped tickets can indicate "cherry-picking" behavior where an agent handles the easiest tickets while skipping the hard ones.
Downfalls of Skip Rate
Skip Rate has very specific use-cases, but as long as used with an understanding of this, there are no notable downfalls.