Agent Workload Statistics Guide

——Record and count the workload and work efficiency of different agents in all ticket processing workflows by department and skill group dimensions

Role of Agent Workload Statistics

Agent workload is the statistics on multiple key nodes in the complete processing workflow of tickets by agents and nodes and helps you understand workload and work efficiency of agent in different periods. Through the agent workload report, you can view and compare multiple indicators such as agent creating tickets, receiving tickets, assigning tickets, replying, and resolving tickets according to the query period, which can clearly reflect the workload and work efficiency of different agents in different periods.

Figure 1: Agent Workload

Main Functions of Agent Workload Statistics

● Data Filter Rules and Conditions

1. Agent workload statistics helps you view the workload and work efficiency of all agents in the enterprise over a period of time.
2. There are many statistical indicators and fields in the agent workload list. You can customize the header to display the data required.
3. The agent who can view this page can also view all data of agent workload statistics.

● Indicator Description

Indicator Name	Indicator Definition
Created Tickets	The number of tickets created by agents in the selected range
Reply Times	The number of times agent replies to tickets in the selected range
Ticket Remind Times	The number of times agent sends ticket reminders in the selected range
Current Unprocessed Tickets	The total number of tickets currently not received, processing, and waiting for reply
Involved Tickets	The number of tickets that the agent has replied to or edited within the selected range, excluding the currently received tickets whose status is not received, processing, resolved, waiting for reply, or closed.
Not Received	The number of tickets received by agent that are not received at the current moment.
Processing	The number of tickets received by agent that are processing at the current moment.
Waiting for Reply	The number of tickets received by agent that are waiting for reply at the current moment.
Processed Tickets	The number of tickets processed by agent within the selected range (changing the status of not received, processing and waiting for reply to resolved or closed)
Closed Tickets	The number of tickets closed by agent in the selected range
Activated Tickets	The number of tickets activated by agent in the selected range
AHT	Avg. of the difference between the last processing time and the ticket creation time of the ticket processed by agent in the selected range.
Avg. Close Time	Avg. of the difference between the last closing time and the ticket creation time of the ticket closed by agent in the selected range.
Manual Ticket Receiving Times	The number of times agent receives tickets manually in the selected range
Ticket Assigned Times	The number of times agent has been assigned with tickets in the selected range
Ticket Reminded Times	The number of times the ticket received by agent have been reminded in the selected range
Ticket Assign Times	The number of times agent changes the receiving agent of the ticket (including clearing receiving agent) within the selected range
Avg. Assign Time	Avg. of the difference between the assignment time and the last agent change time of the tickets assigned to the agent within the selected range
Activated Ticket Times	The number of times the ticket closed by agent has been reactivated within the selected range