Handled Tickets is a new metric that tracks any update made on ticket per agent/per day. Each ticket can be counted as one Handled Ticket per day/per agent. 

 If an agent does five updates to a ticket on one day, he or she will only get only one Handled Ticket point.But if two agents each do five different updates on a single ticket, on the same day, then each agent will be rewarded with one handled ticket point.

 

Example Workflow:

Day 1

Agent A sends comment on ticket #23 (1 Handled Ticket point awarded)

Agent A solves ticket #23 (no Handled Ticket point awarded)

Agent B sends comment on ticket #23 (1 Handled Ticket point awarded)

Agent B escalates ticket #23 (no Handled Ticket point awarded)

Day 2

Agent A escalates ticket #23 (1 Handled Ticket point awarded)

Agent A leaves public comment on ticket #23 (no Handled Ticket point awarded)

Agent B leaves comment on ticket #23 (1 Handled Ticket point awarded)

Agent B leaves public comment on ticket #23 (no Handled Ticket point awarded)

 

Have more questions? Submit a request

Comments

Powered by Zendesk