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Calculating Solved Tickets Per Hours/Days Worked

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D.Fitz

2023년 4월 12일에 게시됨

Hi! 

I'm trying to find a way to calculate average tickets solved for days/hours that the agent has worked. 

The reasoning behind this is that we have some agents that don't work 5 days per week, so we need to factor in the nuance of days actually worked so that we don't end up with part time agents having lower volumes of solved tickets. 

I'm able to return a table showing days that the agent has been active, but I don't then seem to be able to incorporate a count of tickets into these figures. 

Is there any way to create this sort of report?

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      Alex Zheng

      Hey D.Fitz,
       
      I would take a look at the Tickets solved - Daily average metric, the formula for this is COUNT(Tickets)/DCOUNT_VALUES([Ticket solved - Date]) so it will only be dividing by dates that actually have a value associated with it. So if an agent has only worked and solved tickets for three days then it will only divide by three. You can slice it by Assignee Name to get a starting point for this report.
       
      Let me know if you have any further questions.

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