This metric calculates the average number of Attended Tickets per day.
Formula: # of Attended tickets / Working Time (converted) = Attended tickets per day
Important: For Working time we should first make a conversion depending on how much hours the agent worked in a day.
Example of conversion:
1) If working time is 0, then it should count as 0: Agent A has NO working time but has attended 2 tickets: 2/0 = 0 >> 0 attended tickets per day.
2) If working time is more than 0 and less than 5 hours then it should count as 0.5: Agent A has 3h Working time and 2 attended tickets: 2/0.5 = 4 >> 4 attended tickets per day.
3) If working time is more than 5 hours then it should count as 1: Agent A has 8h of Working time and 2 attended tickets: 2/1 = 2 >> 2 attended tickets per day.
If we want to calculate this metric for a selected period of time and see the totals, it will be calculated as an average.
Formula: SUM of all Tickets Attended per day (do not count 0 totals) / # of agents with attended tickets per day.
Important: Ticket Attended Per Day metric is calculated based on this metric setting on admin settings page, thus, for a correct calculation, the variable for full-day working time equivalent should remain 5.