Tickets Solved Per Hour
This metric is great to gauge the productivity of your agents. As the name indicates, you will be able to quickly see how many tickets each of your agents are solving per hour, on average.
Formula: (Tickets Solved) / (Ticket Time)= Tickets Solved Per Hour
Nathan Norton: 17 / 46.36 = .37
Michael Kaleponi: 44 / 13.32 = 3.30