This metric calculates the average number of Solved Tickets per hour by using the agent's Working time, not just their time on tickets.
Important: Please verify what parameter you want to use to calculate resolved per hour - working time or ticket time. because they will give two different results.
Formula: (Tickets Solved) / (Working Time)= Tickets Solved Per Hour (Working Time)
Example: Your Agent A has solved 2 tickets and his working time is 8.3. If we put this into the formula we would get: 2/8.3=0.24
The idea behind this metric is to create a more accurate picture of how many tickets, on average, agents solve per hour, during their working/productive time.
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