I'm trying to measure worked time per hour for my work-from-home reps. I have two measures that go into this.

Tickets per hour. Easy enough to get hours worked from our time clock system and divide the number of tickets completed by the hours to get TPH.

Total Handling Time is a measure that comes directly from Explore using the recipe found here: https://support.zendesk.com/hc/en-us/articles/6756291938330-Explore-recipe-Time-Tracking-app-Measuring-ticket-handling-time

So theoretically if you take the tickets per hour and multiply that by the total handling time, you should come up with total worked time per hour.

Example: 6 Tickets Per hour x 9 minutes ticket handling time = 54 minutes of worked time in an hour. The issue I have is that sometimes an agent will have more than 60 minutes (like 66!) worked per hour using this formula. Sometimes an agent will have way less than that i.e. 5TPH x 7.5THT = 39.3 minutes worked .

So where does this break down? Is Ticket Handling Time to be trusted for this?