Plan requirement
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| Access | Admin |
Solved counts by agent. Easy to build, easy to misread, and worth surrounding with context before anybody sees it.
Build it
- Dataset: Support - Tickets.
- Metric: Solved tickets.
- Attribute: Assignee name, and by month.
- Filter: exclude spam, and exclude agents who left.
Do not reach for the ready-made metrics named for a period. There are twenty of them, from Tickets solved - This month to Tickets solved - Last 7 days, and each carries its own time range, so combining one with a date filter gives you a number that answers neither question.
They are also easy to pick by accident, because the word order flips: the plain metric is Solved tickets while every period variant is Tickets solved - …. Searching the list for one spelling hides the other.
Counts do not measure work
An agent closing thirty simple questions and one closing five complex escalations produce very different numbers and comparable value. The chart shows the first as six times better.
Add a second dimension
Ticket type, topic, or handling time alongside the count. One number invites a ranking; two numbers invite a question, and the question is the useful part.
Part-time and shared duties
Somebody working three days, or spending half their week on training, appears as underperforming. Where the team is not uniform, the raw count is not comparable and nothing on the chart says so.
Solved is not the only contribution
Reassigned tickets, internal notes on somebody else's case, help given at a desk. The agent who unblocks three colleagues each day shows up nowhere.
Use it to spot, not to rank
A big change for one person over time is worth a conversation, in either direction. Ordering the team by count and showing it to them changes what people pick up, immediately.
Say what it excludes
On the report. Otherwise somebody will quote it as productivity, and the caveats will not travel with the screenshot.
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