WFM custom report metrics

What's my plan?

Add-on

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

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 attended 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 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
• Occupancy rate
• Occupancy rate (OCR)
• Out of adherence time
• Paid time
• Paid general task time
• Productive general task time
• Productive time
• Resolution rate
• Solved points per paid hour
• Solved points per productive hour
• Ticket bounce rate
• Ticket solved rate
• Ticket time
• Total time
• Unproductive time
• Unproductive general task time
• Unpaid general task time
• Untracked time
• Utilization
• Utilization (OCR)

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 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
Occupancy rate	How much of an agent's time is spent on support-related activities compared to non-support activities within their total time (logged time). Industry-standard is 75-85%.	(Ticket time + Productive general task time) / (Ticket time + Productive general task time + Untracked time) If one of the attributes you use to group your report is activity type, when calculating occupancy, the total of the grouping level above is used as denominator in the calculation.
Occupancy rate (OCR)	How much of an agent's time is spent on support-related activities compared to non-support activities within their total time (logged time). Industry-standard is 75-85%. Note that this calculation applies only to customers participating in our WFM Unified agent status integration closed EAP using Omnichannel routing (OCR).	(Ticket time + Productive (UAS) time) / (Ticket time + Idle time - Unpaid (UAS) tme) If one of the attributes you use to group your report is activity type, when calculating occupancy, the total of the grouping level above is used as denominator in the calculation.
Out of adherence time	Duration of time the agent was out of adherence	N/A
Paid time	Total time the agent tracked excluding any unpaid general task time, for example, lunch. These unpaid general tasks are general tasksthat have the option 'Log this general task as paid time' turned off under Occupancy settings.	Total time - Unpaid general task time
Paid general task time	Sum time an agent tracked in a general task where the option Log this general task as paid time is turned on under Occupancy settings.	N/A
Productive general task time	Sum time an agent tracked in a general task where the option Log this general task 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 task where the option Log this general task 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 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 time + Untracked time.	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
Total time	Sum of time tracked by an agent until they end their day. Includes time in all activities, general tasks, and untracked time.	N/A
Unpaid general task time	Sum of time an agent is tracked in a general task that has the option 'Log this general task 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 where the option Log this general task as productive time is turned off under Occupancy settings.	Unproductive general task time + Untracked time
Unproductive general task time	Sum of time an agent tracked in general tasks where the option Log this general task 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 one of the attributes you use to group your report is activity type, when calculating utilization, the total of the grouping level above is used as denominator in the calculation.
Utilization (OCR)	Percentage of paid agent time in which agents are actually logged in and assisting or available to assist customers. Note that this calculation applies only to customers participating in our WFM Unified Agent Status Integration Closed EAP using Omnichannel routing (OCR).	Ticket time + Idle time - Unpaid (UAS) time) / (Total time - Unpaid (UAS) time) If one of the attributes you use to group your report is activity type, when calculating utilization, the total of the grouping level above is used as denominator in the calculation.