This metric calculates the average number of Attended Tickets per day. Before we dig into the calculation of this metric it is important to cover one of the variables - the conversion of Working time to a half or full-day:

**If Working Time is 0**, the conversion value to a day (which will be used in the Tickets Attended per day formula) will be 0.- An agent has 0 hours of Working Time but has attended 10 tickets: 10/0 = 0. Result: agent has 0 attended tickets per day.

**If Working Time is more than 0 and less than 5 hours**then the conversion value to a day (which will be used in the Tickets Attended per day formula) will be 0.5.- An agent has 3 hours of Working time and 10 attended tickets: 10/0.5 = 20. Result: agent has 20 attended tickets per day.

**If working time is more than 5 hours**then the conversion value to a day (which will be used in the Tickets Attended per day formula) will be 1.- An Agent has 8 hours of Working time and 10 attended tickets: 10/1 = 10. Result: agent has 10 attended tickets per day.

**Formula:** # of Attended tickets / Working Time (converted) = Attended tickets per day

If you want to calculate this metric for a period of time (let's say 5 days) and your report is grouped by agents, see the exact formula below:

**Formula:** (Sum of all Tickets Attended per day) / (# of agents with attended tickets per day value) = Tickets Attended Per Day.