We typically have 3-4 agents working per day. Based on average 2-3 minute resolution times, it seems that agents working a full day should be able to resolve 120+ tickets per day, yet the tracking I have setup in Explore tends to reflect averages of 50-70 for some agents. I'm wondering if this might be because Zendesk is only tracking new tickets resolved, and not re-opened tickets/replies that are then solved again. What's the best metric for tracking all replies/updates?
Please sign in to leave a comment.