Add-on | Workforce Management (WFM) or Workforce Engagement Management (WEM) |
This article lists the metrics available for Zendesk Workforce management (WFM) custom reports.
Related articles
Point metrics
Metric | Description | Formula |
---|---|---|
Assigned points | Assigned points represent the total number of tickets assigned to an agent.
An agent receives an attended point when:
|
N/A |
Attended points |
An agent receives an attended point for performing any of the following actions:
An agent does not receive multiple points for a single audit. For example, if they leave a comment, change the status, add a tag, and then click submit, they only receive one attended point. However, if they leave a comment, click submit, and then return to the ticket, change the status, and click submit again, they receive a total of two attended points. Additionally, an attended point is also given to agents who solve or escalate a ticket. They receive a solved point and an attended point respectively. |
N/A |
Escalated points | An escalated point is attributed to an agent when:
|
N/A |
Handled points |
Unique count of ticket IDs that an agent worked on. An agent is given a point if:
|
N/A |
Private comments | Tracks how many internal notes have been left inside of a ticket. Each internal note an agent leaves in the ticket is counted as one private comment. | N/A |
Public comments | Tracks how many public comments have been sent. Each public comment an agent sends is counted as one public comment. | N/A |
Reopened points | An agent receives a reopened point every time a ticket changes from solved to open. A reopened point is counted for the agent who previously changed the ticket to solved. | N/A |
Solved points | A solved point is given to an agent who solves a ticket. The first time a ticket is solved by an agent, the agent solving it receives one solved point. Solved points are counted once per ticket for each agent. | N/A |
Ticket bounce points | Number of points where the agent recorded time spent on a ticket but no work was actually done. If tickets are updated using bulk editing, it may lead to a higher number of attended tickets compared to touched tickets (where agents actually clocked in). This discrepancy can result in negative bounced points. | (Number of tickets touched - Attended points) |
Rate and time metrics
- Adherence rate
- Average handle time
- First response time
- First response time after assignment
- In adherence time
- Number of tickets touched
- Number of unique tickets with time spent
- Occupancy rate
- Occupancy rate (OCR)
- Out of adherence time
- Paid time
- Paid general task time
- Productive general task time
- Productive time
- Resolution rate
- Solved points per paid hour
- Solved points per productive hour
- Ticket bounce rate
- Ticket solved rate
- Ticket time
- Total time
- Unproductive time
- Unproductive general task time
- Unpaid general task time
- Untracked time
- Utilization
- Utilization (OCR)
Metric | Description | Formula |
---|---|---|
Adherence rate | Percentage of time the agent activities complied with the schedule. | (Time in adherence / Total scheduled time) x 100 |
Average handle time (AHT) | Represents the average amount of time an agent spends on each ticket they worked on. AHT doesn't include new tickets created by the agent. | Total ticket time / Number of unique tickets with time spent |
First response time (FRT) | The first response time (FRT) measures the duration between a ticket's
creation and the first public reply from an agent. Note that live chat interactions do not count as public comments and will not trigger the FRT count. If you group the data by attributes other than Ticket ID or select a date range, you get an average first response time |
Time of first public reply - Time ticket is created |
First response time after assignment |
The time it takes for an agent to send a public comment after a ticket is assigned to them. Note that live chat or message interactions don't count as public comments and won't trigger the FRT count. |
N/A |
In adherence time |
Adherence time refers to the duration an agent is in adherence. Agents are considered in adherence when they are clocked into a general task or workstream for which they are scheduled. |
N/A |
Number of tickets touched | A count of all tickets where there's ticket time recorded. This is agent activity-based and is unrelated to ticket data. | N/A |
Number of unique tickets with time spent |
Count of tickets where there's ticket time recorded for an agent. Each unique ticket is counted only once per agent. If there are two agents on the same team and those two agents spend time on the same ticket, each has a value of one unique ticket. At the team level it has a value of one because it’s only one unique ticket. |
N/A |
Occupancy rate | How much of an agent's time is spent on support-related activities compared to non-support activities within their total time (logged time). Industry-standard is 75-85%. |
(Ticket time + Productive general task time) / (Ticket time + Productive general task time + Untracked time) If one of the attributes you use to group your report is activity type, when calculating occupancy, the total of the grouping level above is used as denominator in the calculation. |
Occupancy rate (OCR) |
How much of an agent's time is spent on support-related activities compared to non-support activities within their total time (logged time). Industry-standard is 75-85%. Note that this calculation applies only to customers participating in our WFM Unified agent status integration closed EAP using Omnichannel routing (OCR). |
(Ticket time + Productive (UAS) time) / (Ticket time + Idle time - Unpaid (UAS) tme) If one of the attributes you use to group your report is activity type, when calculating occupancy, the total of the grouping level above is used as denominator in the calculation. |
Out of adherence time | Duration of time the agent was out of adherence | N/A |
Paid time | Total time the agent tracked excluding any unpaid general task time, for example, lunch. These unpaid general tasks are general tasksthat have the option 'Log this general task as paid time' turned off under Occupancy settings. | Total time - Unpaid general task time |
Paid general task time | Sum time an agent tracked in a general task where the option Log this general task as paid time is turned on under Occupancy settings. | N/A |
Productive general task time | Sum time an agent tracked in a general task where the option Log this general task as productive time is turned on under Occupancy settings. | N/A |
Productive time | Total time an agent is actively clocked in a productive state. This includes all ticket time as well as any general task task where the option Log this general task as productive time is turned on under Occupancy settings. All productive time is included in paid time. | Ticket time (including new ticket time) + All productive general task time. |
Resolution rate | Percentage of tickets assigned to an agent compared to the number of tickets they solve. | (Solved ticket count / Assigned points) x 100 |
Solved points per paid hour | Number of tickets an agent solved on average for each paid hour the agent tracked. Paid time = Ticket time + Paid general task time + Untracked time. | Solved points / Paid time |
Solved points per productive hour | Number of tickets an agent solved on average for each productive hour the agent tracked. | Solved points / Productive time |
Ticket bounce rate |
Percentage of tickets the agent recorded time in that were not worked on. If the tickets are updated using bulk editing, it might result in a higher number of attended tickets than touched tickets (tickets where agents actually clocked in). The percentage can't be below 0% or above 100%. |
(Number of tickets touched - Attended points) / Number of tickets touched x 100 |
Ticket solved rate | Ratio of tickets solved compared to tickets handled. This helps provide a clear picture of agent effectiveness and customer issue resolution speed. | (Solved points / Handled points) x 100 |
Ticket time | Sum of time an agent tracked in a ticket or new ticket time. | N/A |
Total time | Sum of time tracked by an agent until they end their day. Includes time in all activities, general tasks, and untracked time. | N/A |
Unpaid general task time | Sum of time an agent is tracked in a general task that has the option 'Log this general task as paid time' turned off under Occupancy settings. | N/A |
Unproductive time | Total time an agent is tracked in an unproductive state. This includes the general tasks where the option Log this general task as productive time is turned off under Occupancy settings. | Unproductive general task time + Untracked time |
Unproductive general task time | Sum of time an agent tracked in general tasks where the option Log this general task as productive time is turned off under Occupancy settings. | N/A |
Untracked time | Sum of time an agent tracked while not in a general task or other activities such as tickets, chats, and voice. | N/A |
Utilization rate | Percentage of paid agent time in which agents are actually logged in and assisting or available to assist customers. |
Ticket time + Productive general task time + Untracked time) / (Total time - Unpaid general task time If one of the attributes you use to group your report is activity type, when calculating utilization, the total of the grouping level above is used as denominator in the calculation. |
Utilization (OCR) |
Percentage of paid agent time in which agents are actually logged in and assisting or available to assist customers. Note that this calculation applies only to customers participating in our WFM Unified Agent Status Integration Closed EAP using Omnichannel routing (OCR). |
Ticket time + Idle time - Unpaid (UAS) time) / (Total time - Unpaid (UAS) time) If one of the attributes you use to group your report is activity type, when calculating utilization, the total of the grouping level above is used as denominator in the calculation. |
10 comments
Meedo
What does it mean when we say, “Agents are considered in adherence when they are clocked into a general task or workstream they are scheduled for”?
How does an agent Clock into a workstream if there is no corresponding AUX code with the workstream name? Should we align the general task list with the workstream names?
0
Alex Mashinski
I've got to post here and see if we can crowdsource some information around our issue. My team has multiple support tickets open with the engineering team and we have not gotten any movement on this issue.
When people are on planned time off (medical leave, planned out of office) they get marked with 0% adherence for not working that day. Other times, agents are marked as 0% adherence for no discernible reason. This brings down the overall adherence percentage for their entire team and makes it so the adherence percentage (the main item we were looking for from this product) is entirely unreliable.
We assume this is not how your product is supposed to work. Adherence should flag for us instances when the agent is doing something they're not supposed to do, and if they're on a planned time off we do not expect them to work. Therefore their adherence should be 100%.
Its one of those issues where now the engagement we have had around the product is costing more. Would love to know if anyone has any solutions around this issue or has experienced this.
3
GUJU
Hello,
The occupancy described in the report is more of a utilization. How do we get the “true occupancy” in such a way that we only inlude the productive time and avail time. Ideally this measures % of time agents are actively engaged in interaction handling activities compared to their total time logged in. Can we create a customized formula : productive time / productive time + idle time (untracked time)
0
Dainne Kiara Lucena-Laxamana
Hi 6565088381210 !
I went ahead & created a ticket on your behalf to look into why those 2 metrics are not available on your end. For reference, those metrics are still available. Please keep an eye out for our Email!
0
Val Solis
Hi team,
I'm noticing some of these metrics are not available in the TS reports section. Have some of these been deprecated? I'm specifically looking at Bounced Points & Average Handle Time
0
MUGO
Thanks Meedo. I was more interested in measuring FRTs and SLAs in Tymeshift since it forecasts according to "Staffing parameters" that contains volume, wait time (sum of FRTs I assume), concurrency and AHT. The point of using Tymeshift is not to use ZD Explore (or just to crosscheck and verify the data that Tymeshift streams)
0
Meedo
You can use the following metrics and attributes in ZD explore and you can find FRT and FRT after assignments on Tymeshift Reports metrics
1
MUGO
Hey there,
Is there way of measuring FRT for chat/messaging tickets?
0
Eugene Cheok
The metric and documentation you are seeing is for a legacy reporting feature that is no longer available on the new Reports. With the current Report feature though, I would recommend taking a look at Bounced Points. Bounced Points would be a good replacement for the Unassigned Unattended point as it will show you the tickets that agents spent time on but no action was taken. This is similar to the Unassigned Unattended point and the only difference would be it ignores if the tickets are assigned to a user or not.
I hope this helps!
3
Andy Hidalgo
Thanks for the article!
There is a metric that shows in the Tymeshift documentation, "The Unassigned Unattended" that's not showing in this article nor in Tymeshift metrics. Would it be possible to enable? Or is it possible to measure something similar from the available metrics?
The Unassigned Unattended Metric is useful to help agents that may be cherry picking unassigned tickets. I.e., browsing through views, opening a ticket and looking at it but taking no actual action such as submitting a comment, assigning the ticket, or changing the status.
Thank you
1
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