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

Question

What's the difference between handled point and attended point in Zendesk WFM?

Answer

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

Metric	Definition	Awarded events	Conditions or exceptions
Handled Point	Unique count of tickets an agent worked on in a 12-hour period.	Agent updates ticket with any of the below: Public comment Private comment Group change Assignee change Status change	Only 1 handled point for each ticket within a 12-hour window Only significant ticket property changes count Multiple updates to the same ticket within 12 hours don't add more points
Attended Point	Count of updates or actions an agent makes on each individual ticket.	Agent performs any of the below: Public comment or internal comment Status change, except for lazy solve or lazy escalation Assignee change: Assigned to self Assigned to someone in the same group	Lazy solve or escalation don't count Agents can earn multiple attended points from one ticket Public and private comments always count

*Note: Lazy resolution or escalation means that the agent submits a ticket without any change to the ticket details or conversation other than the solve or reassignment event.

Key differences

Use Handled Points to report on agent productivity based on volume. The points measure how many tickets an agent worked on during a specific period:

• 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 doesn't grant additional Handled Points

Use Attended Points to report on agent productivity based on effort. The points measure how many times an agent took an action on tickets:

• 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 don't 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 for each ticket within 12h)	Multiple (for each valid submission)