The Tickets Received metric tracks the number of tickets that an agent has been assigned. A Received Ticket may be counted whether the agent assigns the ticket to themselves or someone else assigns the ticket to them.
Note: A ticket may be counted multiple times per ticket, per agent.
- Ticket #443 is assigned to agent John Doe. John Doe receives 1 ticket received point.
- Ticket #443 gets reassigned to agent Jane Doe. Jane Doe receives 1 ticket received point.
- Ticket #443 gets assigned back to John Doe after previously being assigned to him. A second ticket received point is given to John Doe.
Common uses of Tickets Received
Tickets Received is useful to understand the volume of work an agent is taking on or being given over a specified reporting period.
Downfalls of Tickets Received
Don't use this metric alone! You'll always want to use this metric in conjunction with another metric, such as Solved Tickets or Handled Tickets so you can see how many tickets the agent is taking action on compared to how many they are receiving. On that note, Resolution Rate is a helpful metric that can save you time in comparing the number of solved tickets to tickets received.
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