One of the reports we use to track our agents' productivity is to combine "Agent Talk Time", "Wrap up [Sum]", and "Call Hold Time [Sum]" since Zendesk doesn't store the online time data for each agent. Then I take that sum (in seconds) and divide it by their paid hours to determine their "percent productivity".
Many of our agents are currently working from home, and some of them experience connectivity issues which causes their call to disconnect if they're on one, and they remain in online status until they or an admin can switch to offline/away, causing them to miss calls. I've noticed that when agents have a lot of missed calls for that day, their "percent productivity" ended up being way higher than others. Which of the metrics that I mentioned using are affected by these missed calls, and how can I factor that time out?
In the past, I've had to create a custom metric for accepted calls to make that metric actually make sense by only counting calls that a) have >0 talk time and b) were answered by one of our agents (to filter out the dumb call legs for consultation calls). I'd love to figure out how to create a custom metric to fix this misleading data. Hopefully this could be pointed in the direction of a Tier 3 Technical Support Architect to advise. (P.S. I'm not interested in using Explore)