What's the difference between Handled Point and Attended Point in Zendesk WFM?

Question

Answer

In Zendesk Workforce Management (WFM), Handled Points and Attended Points are two key metrics used to measure agent activity and productivity on support tickets. Understand the difference between these metrics to report on agent performance.

Metric	Definition	Events / Actions That Grant Points	Conditions / Exceptions
Handled Point	Unique count of tickets an agent worked on in a 12-hour period.	Agent updates ticket with any of: Public Comment Private Comment Group change Assignee change Status change	Only 1 Handled Point per ticket per 12h window. Only meaningful ticket property changes count. Multiple updates on the same ticket within 12h do not add more points.
Attended Point	Count of each individual ticket update or action by the agent.	Agent performs any of: Public comment or internal comment Status change, except lazy solve or lazy escalation Assignee change: Assigned to self Assigned to someone in the same group	Lazy solve or escalation (only solved or escalated with no other change in audit) do NOT count. Multiple Attended points can be earned per ticket per day. Public or private comments always count.

Metric

Definition

Events / Actions That Grant Points

Conditions / Exceptions

Handled Point

Unique count of tickets an agent worked on in a 12-hour period.

Agent updates ticket with any of:

Public Comment
Private Comment
Group change
Assignee change
Status change

Only 1 Handled Point per ticket per 12h window.
Only meaningful ticket property changes count.
Multiple updates on the same ticket within 12h do not add more points.

Attended Point

Count of each individual ticket update or action by the agent.

Agent performs any of:

Public comment or internal comment
Status change, except lazy solve or lazy escalation
Assignee change:
- Assigned to self
- Assigned to someone in the same group

Lazy solve or escalation (only solved or escalated with no other change in audit) do NOT count.
Multiple Attended points can be earned per ticket per day.
Public or private comments always count.

When to use these metrics

Use Handled Points to measure how many tickets agents worked on during a specific period.
Use Attended Points to measure agent productivity and reflect how many times an agent took an action on tickets.

Handled Points

Handled Points represent the number of unique tickets an agent worked on, in a 12-hour period.
An agent earns one Handled Point for each ticket they update, regardless of the number of updates within the timeframe.
Updates include public or private comments, changes to the ticket group, assignee, or status.
Repeated updates to the same ticket within 12 hours will not grant additional Handled Points.

Attended Points

Attended Points represent each individual interaction or update an agent performs on a ticket.
This metric counts every ticket update where the agent clicks Submit, for comments, status or assignee changes.
Attended Points do not count if the ticket is only solved or escalated without any other change.
Multiple Attended Points can be earned on the same ticket if the agent updates it multiple times.

Common scenarios

Scenario	Handled Points Awarded	Attended Points Awarded
Agent sends public reply on ticket #1234	1 (first time for this ticket in 12h)	1
Agent adds private comment later on same ticket #1234	0 (already counted in 12h)	1
Agent changes assignee to self on ticket #1235	1 (first time for this ticket in 12h)	1
Agent changes status to Solved only	1 (first time for this ticket in 12h)	0 (solve excluded)
Agent changes status and adds comment on ticket #1236	1 (first time for this ticket in 12h)	1 (counts as one audit)
Agent assigns ticket to user in same group	1 (first time for this ticket in 12h)	1
Multiple updates on same ticket within 12h window	1 total (unique per ticket per 12h)	Multiple (for each valid submission)