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This article lists the metrics available for Zendesk Workforce management (WFM) custom reports. You'll find the exact definitions, as well as the formulas for some of the metrics. 

Point Metrics

  • Assigned Point
  • Attended Point
  • Escalated Point
  • Handled Point
  • Reopened Point
  • Solved Point
  • Public Comments
  • Private Comments
  • Bounced Points

Rate and Time Metrics

  • Average Handle Time
  • First Response Time
  • First Response Time after Assignment
  • Number of Unique Tickets with Time Spent
  • Occupancy Rate
  • Paid Time
  • Paid General Task Time
  • Productive General Task Time
  • Productive Time
  • Solved Points per Paid Hour
  • Solved Points per Productive Hour
  • Ticket Time
  • Total Time
  • Unproductive Time
  • Unproductive General Task Time
  • Unpaid General Task Time
  • Untracked Time
  • Utilization
  • Utilization OCR
  • Adherence Rate
  • In Adherence Time
  • Out of Adherence Time
  • Number of Tickets Touched
  • Bounce Rate
  • Solved Rate
  • Resolution Rate

Agent Activity related metrics, both on Reports and Agent Activity, only display complete information on workstreams, teams and locations from the date of activation of Reports in your Zendesk WFM account onward.

Note: Metrics are attributed to teams and workstreams only from the moment they were created.

Point Metrics

Metric Description Formula
Assigned Point The Assigned Point is the number of tickets that an agent has been assigned. A Tickets Assigned point may be counted whether the agent assigns the ticket to themselves OR someone else assigns the ticket to them OR an automation/routing assigns the ticket to them. The agent can only receive one point per agent per ticket. N/A
Attended Point

An Attended Point will be given to an agent if the agent performs one of these actions: 

  • Changing the status of a ticket
  • Leaving a public comment or an internal note
  • Changing the assignee of the ticket to yourself
  • Changing the assignee of the ticket to someone in the same group the agent is in

An agent will 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 and change the status and click submit again, they will receive a total of two attended points.

Additionally, an Attended Point will also be given to agents who solve or escalate a ticket. They will receive a Solved Point and an Attended Point respectively. 

 N/A
Escalated Point

An escalated point is attributed to an agent when:

  • A ticket is assigned to an agent and that same agent assigns a ticket to a different group other than the one the ticket is currently in.

An escalated point will not be given to an agent when: 

  • The agent is assigning the ticket to themselves in a different group. 
  • The agent has already received an Escalated or Solved point for that ticket.
 N/A
Handled Point

This is the unique count of Ticket IDs that an agent worked on. An agent will be given a point if:

  • The agent updated a ticket with any of the following: public comment, internal note, group, assignee, status change.
  • The agent has not received a Handled Point for that Ticket ID within the last 12 hours.
 N/A
Reopened Point An agent will receive 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 Point

 A Solved Point will be given to an agent who solves a ticket. The first time a ticket is solved by an agent, the agent solving it receives one solve point. Solved Points are counted once per ticket for each agent. N/A
Public Comments Tracks how many public comments have been sent inside of the Zendesk account. Each public comment an agent sends is counted as one public comment. N/A
Private Comments The Private Comments metric 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
Bounced Points

Number of points where the agent recorded time spent on a ticket but no work was actually done.

If the tickets are updated via a Zendesk view for bulk editing, it might result in a higher number of attended ticket than touched tickets (tickets where agents actually clocked in). This can result in negative Bounced points.

 (Number of tickets touched -  Attended Points)

 

Time Metrics

Average Handle Time (AHT) Represents the average amount of time an agent spends on each ticket they worked on. Note that 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 shows how long it takes from the time a ticket is created until an agent sends the first public comment on the ticket. Note that for live chat interactions, these chat or message interactions don't count as public comments and won't trigger the FRT count. 

If you group this by any attributes other than Ticket ID or if you selected a date range, you will get an average First Response Time.

Time of first public reply - Time ticket is created
First Response Time After Assignment Displays how long it takes for an agent to send a public comment after the ticket has been assigned to the agent.  N/A
Number of Unique Tickets with Time Spent

This is a count of tickets where there's Ticket Time recorded on any unique tickets that an agent spent in that time frame. A unique ticket can't be counted twice and will only be given to the agent once per ticket.

If there are two agents on the same team and those two agents spend time on the same ticket, each will have a value of one unique ticket. At the team level it will only have a value of one because it’s only one unique ticket.

N/A 
Occupancy Rate

(Sometimes referred to as Utilization)

Helps you understand 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%.


Productive time / Total Time (from the grouping level above)

 

 

Paid Time The total time the agent tracked excluding any unpaid General Task time, for example Lunch. These unpaid General Tasks are General Tasks that have "Exclude from Occupancy" selected. Total time - Unpaid General Task Time
Paid General Task Time Sum of all time an agent tracked in a General Task where Excluded from Occupancy is not selected. N/A
Productive General Task Time Sum of all time an agent tracked in a General Task where the Productive time was selected. N/A
Productive Time The total time an agent is actively clocked in a productive state. This includes all ticket time as well as any General Task that is marked as Productive Time. Note that all productive time is included in paid time.  Ticket Time (including new ticket time) + All Productive General Task Time.
Solved Points per Paid Hour Displays the number of tickets an agent solved on average for each paid hour the agent tracked.

Note that Paid time = Ticket Time + Paid General Task Time + Untracked Time.

Solved Points/Paid Time
Solved Points per Productive Hour Shows you the number of tickets an agent solved on average for each productive hour the agent tracked. Solved Points/Productive Time
Ticket Time The sum of all the time an agent tracked in a ticket or new ticket time.  N/A
Total Time The sum of all the time tracked by an agent until they end their day. Includes time in all activities, general tasks, and untracked time. N/A
Unproductive Time The total time an agent is tracked in an unproductive state. The General Task included here are General Task time where Productive time is not selected. Unproductive General Task Time + Untracked Time
Unproductive General Task Time Sum of all time an agent tracked in a General Task where the Productive time was not selected. N/A
Unpaid General Task Time Sum of all time an agent is tracked in a General Task that was configured as unpaid in the General Tasks page. N/A
Untracked Time The sum of all time an agent tracked while not in a General Task or other activities such as Tickets, Chats, Voice. N/A
Utilization

The 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

Note that if one of the attributes you use to group your report is Activity type, when calculating utilization we will use the total of the grouping level above as denominator in the calculation.

Utilization OCR

The percentage of paid agent time in which agents are actually logged in and assisting, or available to assist customers.

Note that this calculation applies to customers with Omnichannel routing (OCR) enabled only.

Ticket Time + Idle Time - Unpaid (UAS) Time) / (Total Time - Unpaid (UAS) Time)

Note that if one of the attributes you use to group your report is Activity type, when calculating utilization we will use the total of the grouping level above as denominator in the calculation.

Adherence Rate

The percentage of time the agent activities complied with the schedule.

(Time in Adherence / Total Scheduled Time) x 100
In Adherence Time

The time duration the agent was in adherence.

Agents are considered in adherence when they are clocked into a general task or workstream for which they are scheduled.

 
Out of Adherence Time

The time duration the agent was out of adherence

 
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.

 
Bounce Rate

For all the tickets the agent recorded time in, the percentage of those that were actually worked on.

If the tickets are updated via a Zendesk view for 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

Solved Rate

The 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

Resolution Rate

The percentage of tickets assigned to an agent compared to the number of tickets they solve. 

(Solved ticket count/Assigned Points) x 100

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