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.
Point Metrics
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)
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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. |
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. |
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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. |
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Out of Adherence Time |
The time duration the agent was out of adherence |
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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. |
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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 |