Hi there!
I’m having a really difficult time getting an accurate representation of ticket time allocation. I realize there’s a ton of nuance with this, but ideally, I’d like to see how much active time an agent spends on an email/chat but I’m not sure it’s completely possible without an attached timer for a rep to choose when it’s active and not actively being worked on.
Is there a typical report or formula you use to determine how many tickets an agent can handle before needing to add more headcount to your support org? I have an idea of what this number is per week, but I want to be able to present accurate data to back it up, which is difficult to pull right now.
Thanks for your help!