We've recently rolling out omni-channel routing and agent states to our team and were excited to dig into the agent productivity metrics that come with this. However, we're hitting a wall with these metrics, as there is seemingly no way to combine ticket data with productivity metrics.
For instance, we're able to report on Max and Min used capacity, but without knowing how many different tickets make up this capacity, the metric is useless. For instance, if we have two agents with a capacity of 3, and one is solving 3 per hour and one is solving 30 per hour (with new tickets being constantly assigned), they will both return the same max capacity of 3 for any one hour.
In a perfect world, we'd love to see tickets solved per time in agent state. This would be hugely beneficial data for us to have and (in theory) is the relatively straightforward combination of two metrics and attributes that already exist within Zendesk.
Also happy to hear if there is already a simple way around this with the current setup.
Thanks for following up on this topic. As of now, there hasn’t been an official update or built-in solution in Zendesk to directly combine ticket data with agent productivity metrics as described.
Many teams looking for this level of detailed insight often explore custom reporting solutions or third-party integrations to bridge the gap between ticket activity and agent state metrics.
It’s definitely a valuable enhancement to consider, and continuing to provide feedback through Zendesk’s feature request channels can help prioritize this capability in future updates.
Hope this helps clarify the current situation!