This metric shows us the number of tickets that are opened and have time tracked on it, but without an agent submitting any Public/Private Comment, during the selected period of time.
Example:
Agent A opens ticket #123
Agent A closes ticket #123 with no action taken on it (1 Unattended Ticket point rewarded)
Note 1: In the event the agent were to come back to ticket #123 within the same day that the Unassigned point was awarded and do work on that ticket (such as send a public or private comment) then the Unattended point would be removed.
Note 2: A ticket may only be counted as an Unattended Ticket a single time within a day period. In other words, if an agent opens the same ticket and takes no action on it multiple times, it will only count once as a single Unattended point. A single ticket may count as being unattended multiple times if it is unattended different days.
Important: This Metric counts only tickets that have an agent assigned to them!
Common uses of Unattended Tickets
The Unattended Metric is useful to help agents that may be cherry-picking tickets. I.e., opening a ticket and looking at it but taking no actual action such as submitting a comment, assigning the ticket to another agent/group, or changing the status.
Downfalls of Unattended Tickets
Please keep in mind that whenever the agents are looking at historical tickets to gain context on a customer issue, and in this case, they wouldn't be submitting an update on the ticket but it would still be counted as an Unattended Ticket. Please be mindful, to get all the data when working with Unattended Tickets. For this reason, many people prefer to use the Unattended Unassigned Tickets metric since it counts only tickets which are not assigned to an agent.
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