This metric will help you to understand the percentage of tickets in an incoming queue (view) that were opened by your agents but had no action performed on them. More precisely, it shows the percentage of the total number of tickets touched by an agent (Tickets Touched) against the number of tickets opened which had no assignee and no action was taken on the ticket (Unassigned Unattended Tickets).
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 do we call this metric 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) x 100 = 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.