WFM custom report metrics

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<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">This article outlines metrics for Workforce Management custom reports, helping you track and analyze agent performance. It covers point metrics like assigned and solved points, and rate and time metrics such as adherence rate and average handle time. Use these metrics to monitor productivity, adherence, and ticket handling efficiency, enabling data-driven decisions to enhance your team's customer support operations.</p>
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<p class="p">This article lists the metrics available for Zendesk Workforce management (WFM) custom
reports.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_yzk_zm4_52c__ul_wtf_tn4_52c">
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c">Point metrics</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c">Rate and time metrics</a></li>
</ul>
</div>
<p class="p">Related articles</p>
<div class="p">
<ul class="ul" id="topic_yzk_zm4_52c__ul_pr3_n4y_w2c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331692698" target="_blank">About custom WFM report templates</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443331680538" target="_blank">WFM system report metrics</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ocb_3n4_52c">
<h2 class="title topictitle2" id="ariaid-title2">Point metrics</h2>
<div class="body">
<div class="p">Point metrics include:<ul class="ul" id="topic_ocb_3n4_52c__ul_b33_4vy_w2c">
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__assigned_point">Assigned
points</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__attended_point">Attended
points</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__escalated_point">Escalated
points</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__handled_point">Handled points</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__private_comment">Private
comments</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__public_comments">Public
comments</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__reopened_point">Reopened
points</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__solved_point">Solved points</a></li>
<li class="li"><a class="xref" href="#topic_ocb_3n4_52c__bounced_points">Ticket bounce
points</a></li>
</ul>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ocb_3n4_52c__table_d1y_zn4_52c" rules="all" summary="">
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<col style="width:33.222591362126245%">
<col style="width:33.55481727574751%">
<col style="width:33.222591362126245%">
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<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e134" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e137" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e140" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__assigned_point" style="vertical-align:top;">Assigned points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">Assigned points represent the total number of tickets assigned to an agent.
<p class="p">An agent receives an assigned point when: </p>
<ul class="ul" id="topic_ocb_3n4_52c__ul_vmt_yhc_y2c">
<li class="li">They assign the ticket to themselves</li>
<li class="li">Another user assigns the ticket to the agent</li>
<li class="li">An automation assigns the ticket to the agent</li>
</ul>
The agent can receive only one point per ticket.</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__attended_point" style="vertical-align:top;">Attended points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">
<p class="p">An agent receives an attended point for performing any of the following
actions: </p>
<ul class="ul" id="topic_ocb_3n4_52c__ul_mvh_dxy_w2c">
<li class="li">Changing the status of a ticket</li>
<li class="li">Leaving a public comment or an internal note</li>
<li class="li">Reassigning the ticket to themselves</li>
<li class="li">Reassigning the ticket to another agent in the same group</li>
</ul>
<p class="p">An agent does not receive multiple points for a single audit.</p>
<p class="p">For example, if they leave a comment, change the status, add a tag, and then
click submit, they only receive one attended point. However, if they leave a
comment, click submit, and then return to the ticket, change the status, and
click submit again, they receive a total of two attended points.</p>
<p class="p">Additionally, an attended point is also given to agents who solve or escalate a
ticket. They receive a solved point and an attended point respectively. </p>
</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__escalated_point" style="vertical-align:top;">Escalated points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">An escalated point is attributed to an agent when: <ul class="ul" id="topic_ocb_3n4_52c__ul_b3q_qzy_w2c">
<li class="li">They assign a ticket, previously assigned to them, to a different
group.</li>
</ul>
An escalated point is not given to an agent when: <ul class="ul" id="topic_ocb_3n4_52c__ul_nfp_rzy_w2c">
<li class="li">The agent assigns the ticket to themselves in a different group.</li>
<li class="li">The agent has already received an escalated or solved point for that
ticket.</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__handled_point" style="vertical-align:top;">Handled points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">Unique count of ticket IDs that an agent worked on. An agent is given a point

if:<ul class="ul" id="topic_ocb_3n4_52c__ul_twc_vzy_w2c">
<li class="li">The agent updated a ticket by performing any of these actions: <ul class="ul" id="topic_ocb_3n4_52c__ul_vhx_qf5_nfc">
<li class="li">Adding a public comment</li>
<li class="li">Adding an internal note</li>
<li class="li">Assigning the ticket to another group</li>
<li class="li">Assigning the ticket to another agent or to themselves in another

group</li>
<li class="li">Changing the ticket status</li>
</ul>
</li>
<li class="li">The agent has not received a handled point for that same Ticket ID within
the last 12 hours.</li>
</ul>
</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__private_comment" style="vertical-align:top;">Private comments</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">Tracks how many internal notes have been left inside of a ticket. Each
internal note an <em class="ph i">agent</em> leaves in the ticket is counted as one private
comment.</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__public_comments" style="vertical-align:top;">Public comments</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">Tracks how many public comments have been sent.
Each public comment an agent sends is counted as one public comment.</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__reopened_point" style="vertical-align:top;">Reopened points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">An agent receives a reopened point every time a ticket changes from solved to
open. A reopened point is counted for the agent who previously changed the ticket
to solved.</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__solved_point" style="vertical-align:top;">Solved points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">A solved point is given to an agent who solves a ticket. The first time a
ticket is solved by an agent, the agent solving it receives one solved point.
Solved points are counted once per ticket for each agent.</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e134" id="topic_ocb_3n4_52c__bounced_points" style="vertical-align:top;">Ticket bounce points</td>
<td class="entry cellrowborder" headers="d51e137" style="vertical-align:top;">Number of points where the agent recorded time spent on a ticket but no work
was actually done. If tickets are updated using bulk editing, it may lead to a
higher number of attended tickets compared to touched tickets (where agents
actually clocked in). This discrepancy can result in negative bounced
points.</td>
<td class="entry cellrowborder" headers="d51e140" style="vertical-align:top;">(Number of tickets touched - Attended points)</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xwv_3n4_52c">
<h2 class="title topictitle2" id="ariaid-title3">Rate and time metrics</h2>
<div class="body">
<div class="p">Rate and time metrics include:<ul class="ul" id="topic_xwv_3n4_52c__ul_orz_pvy_w2c">
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__adherence_rate">Adherence
rate</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__a_h_t">Average handle time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__f_r_t">First response time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__f_r_t_after_assignment">First response
time after assignment</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__in_adherence_time">In adherence
time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__tickets_touched">Number of tickets
touched</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__unique_tiquets_with_time_spent">Number of
unique tickets with time spent</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__occupancy_rate">Occupancy
rate</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__occupancy_rate_ocr">Occupancy rate
(OCR)</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__out_of_adherence">Out of adherence
time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__paid_time">Paid time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__paid_general_task_time">Paid general task
time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__productive_general_task_time">Productive
general task time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__productive_time">Productive
time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__resolution_rate">Resolution
rate</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__solved_points_per_hour">Solved points per
paid hour</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__solved_points_per_productive_hour">Solved
points per productive hour</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__bounce_rate">Ticket bounce
rate</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__solved_rate">Ticket solved
rate</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__ticket_time">Ticket time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__total_time">Total time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__unproductive_time">Unproductive
time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__entry_nbl_cvt_nfc">Unproductive general
task time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__unpaid_general_task_time">Unpaid general
task time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__untracked_time">Untracked
time</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__utilization">Utilization</a></li>
<li class="li"><a class="xref" href="#topic_xwv_3n4_52c__utilization_ocr">Utilization
(OCR)</a></li>
</ul>
</div>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_xwv_3n4_52c__table_qkl_bm5_x2c" rules="all" summary="">
<colgroup>
<col style="width:33.222591362126245%">
<col style="width:33.55481727574751%">
<col style="width:33.222591362126245%">
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d51e513" style="vertical-align:top;">Metric</th>
<th class="entry cellrowborder" id="d51e516" style="vertical-align:top;">Description</th>
<th class="entry cellrowborder" id="d51e519" style="vertical-align:top;">Formula</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__adherence_rate" style="vertical-align:top;">Adherence rate</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Percentage of time the agent activities complied with the schedule.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">(Time in adherence / Total scheduled time) x 100</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__a_h_t" style="vertical-align:top;">Average handle time (AHT)</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Represents the average amount of time an agent spends on each ticket they
worked on. AHT doesn't include new tickets created by the agent. </td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">Total ticket time / Number of unique tickets with time spent</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__f_r_t" style="vertical-align:top;">First response time (FRT)</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">The first response time (FRT) measures the duration between a ticket's
creation and the first public reply from an agent. <p class="p">Note that live chat
interactions do not count as public comments and will not trigger the FRT count.
If you group the data by attributes other than Ticket ID or select a date range,
you get an average first response time</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">Time of first public reply - Time ticket is created</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__f_r_t_after_assignment" style="vertical-align:top;">First response time after assignment</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">
<p class="p">The time it takes for an agent to send a public comment after a ticket is
assigned to them. </p>
<p class="p">Note that live chat or message interactions don't count as public comments and
won't trigger the FRT count.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__in_adherence_time" style="vertical-align:top;">In adherence time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">
<p class="p">Adherence time refers to the duration an agent is in adherence.</p>
<p class="p">Agents are considered in adherence when they are clocked into a general task or
workstream for which they are scheduled.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;"> N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__tickets_touched" style="vertical-align:top;">Number of tickets touched</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">A count of all tickets where there's ticket time recorded. This is agent
activity-based and is unrelated to ticket data.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__unique_tiquets_with_time_spent" style="vertical-align:top;">Number of unique tickets with time spent</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">
<p class="p">Count of tickets where there's ticket time recorded for an agent. Each unique
ticket is counted only once per agent.</p>
<p class="p">If there are two agents on the same team and those two agents spend time on the
same ticket, each has a value of one unique ticket. At the team level it has a
value of one because it’s only one unique ticket.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__occupancy_rate" style="vertical-align:top;">Occupancy rate</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">How much of an agent's time is spent on support-related activities compared
to non-support activities within their total time (logged time). Industry-standard
is 75-85%.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">
<p class="p">(Ticket time + Productive general task time) / (Ticket time + Productive
general task time + Untracked time + Unproductive general task time)</p>
<p class="p">If one of the attributes you use to group your report is activity type, when
calculating occupancy, the total of the grouping level above is used as
denominator in the calculation.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__occupancy_rate_ocr" style="vertical-align:top;">Occupancy rate (OCR)</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">
<p class="p">How much of an agent's time is spent on support-related activities compared to
non-support activities within their total time (logged time). Industry-standard
is 75-85%.</p>
<p class="p">Note that this calculation applies only to customers participating in our WFM
Unified agent status integration closed EAP using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">Omnichannel routing (OCR)</a>.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">
<p class="p">(Ticket time + Productive (UAS) time) / (Ticket time + Idle time - Unpaid (UAS)
tme)</p>
<p class="p">If one of the attributes you use to group your report is activity type, when
calculating occupancy, the total of the grouping level above is used as
denominator in the calculation.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__out_of_adherence" style="vertical-align:top;">Out of adherence time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Duration of time the agent was out of adherence</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;"> N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__paid_time" style="vertical-align:top;">Paid time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Total time the agent tracked excluding any unpaid general task time, for
example, lunch. These unpaid general tasks are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a>that have the option '<strong class="ph b">Log this general
task as paid time</strong>' turned off under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">Total time - Unpaid general task time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__paid_general_task_time" style="vertical-align:top;">Paid general task time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum time an agent tracked in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> where the option <strong class="ph b">Log this general task
as paid time</strong> is turned on under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__productive_general_task_time" style="vertical-align:top;">Productive general task time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum time an agent tracked in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> where the option <strong class="ph b">Log this general task
as productive time</strong> is turned on under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__productive_time" style="vertical-align:top;">Productive time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Total time an agent is actively clocked in a productive state. This includes
all ticket time as well as any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> task where the option <strong class="ph b">Log this general
task as productive time</strong> is turned on under Occupancy settings. All
productive time is included in paid time. </td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">Ticket time (including new ticket time) + All productive general task
time.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__resolution_rate" style="vertical-align:top;">Resolution rate</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Percentage of tickets assigned to an agent compared to the number of tickets
they solve. </td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">(Solved ticket count / Assigned points) x 100</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__solved_points_per_hour" style="vertical-align:top;">Solved points per paid hour</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Number of tickets an agent solved on average for each paid hour the agent
tracked. <p class="p">Paid time = Ticket time + Paid general task time + Untracked
time.</p>
<p class="p">This metric calculates results on a
per-hour basis, even if smaller intervals are selected for display.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">Solved points / Paid time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__solved_points_per_productive_hour" style="vertical-align:top;">Solved points per productive hour</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Number of tickets an agent solved on average for each productive hour the
agent tracked.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">Solved points / Productive time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__bounce_rate" style="vertical-align:top;">Ticket bounce rate</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">
<p class="p">Percentage of tickets the agent recorded time in that were not worked on.</p>
<p class="p">If the tickets are updated using bulk editing, it might result in a higher
number of attended tickets than touched tickets (tickets where agents actually
clocked in). The percentage can't be below 0% or above 100%.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">(Number of tickets touched - Attended points) / Number of tickets touched x
100</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__solved_rate" style="vertical-align:top;">Ticket solved rate</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Ratio of tickets solved compared to tickets handled. This helps provide a
clear picture of agent effectiveness and customer issue resolution speed.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">(Solved points / Handled points) x 100</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__ticket_time" style="vertical-align:top;">Ticket time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum of time an agent tracked in a ticket or new ticket time. </td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__total_time" style="vertical-align:top;">Total time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum of time tracked by an agent until they end their day. Includes time in
all activities, general tasks, and untracked time.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__unpaid_general_task_time" style="vertical-align:top;">Unpaid general task time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum of time an agent is tracked in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general task</a> that has the option '<strong class="ph b">Log this general
task as paid time</strong>' turned off under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__unproductive_time" style="vertical-align:top;">Unproductive time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Total time an agent is tracked in an unproductive state. This includes the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a> where the option <strong class="ph b">Log this
general task as productive time</strong> is turned off under Occupancy
settings.</td>
<td class="entry cellrowborder" headers="d51e519" id="topic_xwv_3n4_52c__unproductive_general_task_time" style="vertical-align:top;">Unproductive general task time + Untracked time</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__entry_nbl_cvt_nfc" style="vertical-align:top;">Unproductive general task time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum of time an agent tracked in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">general tasks</a> where the option <strong class="ph b">Log this general task
as productive time</strong> is turned off under Occupancy settings.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__untracked_time" style="vertical-align:top;">Untracked time</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Sum of time an agent tracked while not in a general task or other activities
such as tickets, chats, and voice.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">N/A</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__utilization" style="vertical-align:top;">Utilization rate</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">Percentage of paid agent time in which agents are actually logged in and
assisting or available to assist customers.</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">
<p class="p">Ticket time + Productive general task time + Untracked time) / (Total time -
Unpaid general task time</p>
<p class="p">If one of the attributes you use to group your report is activity type, when
calculating utilization, the total of the grouping level above is used as
denominator in the calculation.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e513" id="topic_xwv_3n4_52c__utilization_ocr" style="vertical-align:top;">Utilization (OCR)</td>
<td class="entry cellrowborder" headers="d51e516" style="vertical-align:top;">
<p class="p">Percentage of paid agent time in which agents are actually logged in and
assisting or available to assist customers.</p>
<p class="p">Note that this calculation applies only to customers participating in our WFM
Unified Agent Status Integration Closed EAP using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">Omnichannel routing (OCR)</a>.</p>
</td>
<td class="entry cellrowborder" headers="d51e519" style="vertical-align:top;">
<p class="p">Ticket time + Idle time - Unpaid (UAS) time) / (Total time - Unpaid (UAS)
time)</p>
<p class="p">If one of the attributes you use to group your report is activity type, when
calculating utilization, the total of the grouping level above is used as
denominator in the calculation.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
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