Hello,

So I have a tough one: I'd like to calculate the estimated Agent workload based on the number of unsovled tickets currently assigned to an agent, but modified by priority, ticket type, and whether or not the ticket has been opened for more than a day.

Basically, I have a base estimation of 10 minutes per new ticket.
Then I add X minutes based on ticket type.
Then another X minutes based on priority.
This is my formula for new tickets.
I need a metric that, when applied to an agent, will give me the total workload value for this agent for new tickets and tickets less than 1 day.

Then, for every open tickets created since more than a day, I'd like to this value to be incremented by X based on:
- number of tickets pending
- number of tickets with High / Urgent prio
- number of tickets with Low / Moderate prio

I hope this makes sense :)

Here's a summary