Understanding Handled Points in Zendesk WFM
What are Handled Points in Zendesk WFM?
Handled Points in Zendesk WFM represent the number of unique tickets an agent has worked on during a specific day. This metric is calculated in 12-hour blocks and only counts the first interaction with a ticket within that period.
For example, if Agent A opens ticket #1234 and sends a public reply, they earn one handled point. If they then open ticket #1235, update the ticket form, and submit it, they receive another handled point. However, if Agent A returns to ticket #1234 later the same day and sends another reply, they do not earn an additional handled point since they have already interacted with that ticket. This metric is useful for understanding how many different tickets an agent has addressed in a day. For more details, you can refer to theoriginal Zendesk help article.
More related questions
What are Attended Points in Zendesk WFM?
Attended Points in Zendesk WFM measure the number of times an agent has actioned a ticket, recording each interaction through the Submit button. This metric counts every single audit, providing a detailed view of an agent's productivity. For…
How do Handled Points and Attended Points differ in Zendesk WFM?
Handled Points and Attended Points in Zendesk WFM serve different purposes in tracking agent activity. Handled Points count the number of unique tickets an agent works on in a day, while Attended Points track every interaction an agent has with…
When should I use Handled Points in Zendesk WFM?
Use Handled Points in Zendesk WFM when you want to report on the number of unique tickets an agent has worked on each day. This metric is ideal for understanding the variety of tickets an agent addresses. Handled Points are calculated in 12-hour…
When should I use Attended Points in Zendesk WFM?
Attended Points in Zendesk WFM should be used when you want to measure an agent's productivity or the number of times they have worked on a ticket to solve it. This metric captures every interaction through the Submit button. Attended Points are…
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