Add a new metric: "Solved (per adherent productive hour)" which would:
  • Only count productive time when agents are working within their scheduled productive events
  • Calculate: Cases solved ÷ Productive time spent in adherence with scheduled productive events
Provide a clearer picture of agent efficiency during intended productive hours
This metric would help customers accurately measure agent productivity, particularly in environments like Zendesk where agents primarily handle email tickets. It would enable more accurate performance tracking and give agents a reliable more granular metric to monitor their own efficiency.