WFM custom report metrics

This article lists the metrics available for Zendesk Workforce management (WFM) custom reports.


What's my plan?






Add-on

Workforce Management (WFM) or Workforce Engagement Management (WEM)






Verified AI summary ◀▼
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.


This article lists the metrics available for Zendesk Workforce management (WFM) custom
reports.
This article contains the following topics:
Point metrics
Rate and time metrics


Related articles


About custom WFM report templates
WFM system report metrics




Point metrics

Point metrics include:
Assigned
points
Attended
points
Escalated
points
Handled points
Private
comments
Public
comments
Reopened
points
Solved points
Ticket bounce
points












Metric
Description
Formula




Assigned points
Assigned points represent the total number of tickets assigned to an agent.
An agent receives an assigned point when:

They assign the ticket to themselves
Another user assigns the ticket to the agent
An automation assigns the ticket to the agent

The agent can receive only one point per ticket.
N/A


Attended points

An agent receives an attended point for performing any of the following
actions:

Changing the status of a ticket
Leaving a public comment or an internal note
Reassigning the ticket to themselves
Reassigning the ticket to another agent in the same group

An agent does not receive multiple points for a single audit.
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.
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.

N/A


Escalated points
An escalated point is attributed to an agent when:
They assign a ticket, previously assigned to them, to a different
group.

An escalated point is not given to an agent when:
The agent assigns the ticket to themselves in a different group.
The agent has already received an escalated or solved point for that
ticket.


N/A


Handled points
Unique count of ticket IDs that an agent worked on. An agent is given a point

if:
The agent updated a ticket by performing any of these actions:
Adding a public comment
Adding an internal note
Assigning the ticket to another group
Assigning the ticket to another agent or to themselves in another

group
Changing the ticket status


The agent has not received a handled point for that same Ticket ID within
the last 12 hours.


N/A


Private comments
Tracks how many internal notes have been left inside of a ticket. Each
internal note an agent leaves in the ticket is counted as one private
comment.
N/A


Public comments
Tracks how many public comments have been sent.
Each public comment an agent sends is counted as one public comment.
N/A


Reopened points
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.
N/A


Solved points
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.
N/A


Ticket bounce points
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.
(Number of tickets touched - Attended points)








Rate and time metrics

Rate and time metrics include:
Adherence
rate
Average handle time
First response time
First response
time after assignment
In adherence
time
Number of tickets
touched
Number of
unique tickets with time spent
Out of adherence
time
Paid time
Paid general task
or status time
Productive
general task or status time
Productive
time
Resolution
rate
Solved points per
paid hour
Solved
points per productive hour
Ticket bounce
rate
Ticket solved
rate
Ticket time
Unproductive
time
Unproductive general
task or status time
Unpaid general
task or status time
Untracked
time
Utilization
Utilization (with
unified agents status synchronization)












Metric
Description
Formula




Adherence rate
Percentage of time the agent activities complied with the schedule.
(Time in adherence / Total scheduled time) x 100


Average handle time (AHT)
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.
Total ticket time / Number of unique tickets with time spent


First response time (FRT)
The first response time (FRT) measures the duration between a ticket's
creation and the first public reply from an agent. 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

Time of first public reply - Time ticket is created


First response time after assignment

The time it takes for an agent to send a public comment after a ticket is
assigned to them.
Note that live chat or message interactions don't count as public comments and
won't trigger the FRT count.

N/A


In adherence time

Adherence time refers to the duration an agent is in adherence.
Agents are considered in adherence when they are clocked into a general task,
unified agent status, or workstream for which they are scheduled.

N/A


Number of tickets touched
A count of all tickets where there's ticket time recorded. This is agent
activity-based and is unrelated to ticket data.
N/A


Number of unique tickets with time spent

Count of tickets where there's ticket time recorded for an agent. Each unique
ticket is counted only once per agent.
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.

N/A


Out of adherence time
Duration of time the agent was out of adherence. If the agent
is working on a general task, unified status, ticket, or a workstream that isn’t
in their schedule, the agent is considered out of adherence.

N/A


Paid time
Total time the agent tracked excluding any unpaid general task or status
time, for example, lunch. These are general tasks and unified agent statuses that have the
option to log this general task or status as paid time turned off under Occupancy
settings.
Total time - Unpaid general task or status time


Paid general task or status time
Sum time an agent tracked in a general task or unified agent status where the option to
log this general task or status as paid time is turned on under Occupancy
settings.
N/A


Productive general task or status
time
Sum time an agent tracked in a general task or unified agent status where the option to
log this general task or status as productive time is turned on under Occupancy
settings.
N/A


Productive time
Total time an agent is actively clocked in a productive state. This includes
all ticket time as well as any general task or unified agent statuses where the option to
log this general task or status as productive time is turned on under Occupancy
settings. All productive time is included in paid time.
Ticket time (including new ticket time) + All productive general task or
status time.


Resolution rate
Percentage of tickets assigned to an agent compared to the number of tickets
they solve.
(Solved ticket count / Assigned points) x 100


Solved points per paid hour
Number of tickets an agent solved on average for each paid hour the agent
tracked. Paid time = Ticket time + Paid general task or status time + Untracked
time.
This metric calculates results on a per-hour basis, even if smaller
intervals are selected for display.

Solved points / Paid time


Solved points per productive hour
Number of tickets an agent solved on average for each productive hour the
agent tracked.
Solved points / Productive time


Ticket bounce rate

Percentage of tickets the agent recorded time in that were not worked on.
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%.

(Number of tickets touched - Attended points) / Number of tickets touched x
100


Ticket solved rate
Ratio of tickets solved compared to tickets handled. This helps provide a
clear picture of agent effectiveness and customer issue resolution speed.
(Solved points / Handled points) x 100


Ticket time
Sum of time an agent tracked in a ticket or new ticket time.
N/A


Unpaid general task or status time
Sum of time an agent is tracked in a general task or unified agent status that has the option
to log as paid time turned off under Occupancy settings.
N/A


Unproductive time
Total time an agent is tracked in an unproductive state. This includes the
general tasks or unified agent statuses where the option to
log as productive time is turned off under Occupancy settings.
Unproductive general task time or status
time + Untracked time


Unproductive general task or status time
Sum of time an agent tracked in general tasks or unified agent statuses where the option to
log as productive time is turned off under Occupancy settings.
N/A


Untracked time
Sum of time an agent tracked while not in a general task or other activities
such as tickets, chats, and voice.
N/A


Utilization rate
Percentage of paid agent time in which agents are actually logged in and
assisting or available to assist customers.

Ticket time + Productive general task time + Untracked time) / (Total time -
Unpaid general task time
If you use activity type as an attribute to group
your report, the total of the grouping level above is used as the denominator in
the calculation of occupancy.



Utilization (with unified agent status
synchronization)

Percentage of paid agent time in which agents are actually logged in and
assisting or available to assist customers.


Note: This calculation applies only to customers who have activated the unified agent status integration with Zendesk
WFM.



Ticket time + Idle time - Unpaid status time) / (Total time - Unpaid status
time)
If you use activity type as an attribute to group
your report, the total of the grouping level above is used as the denominator in
the calculation of occupancy.