Avg Resolved Tickets Per Agent Per Day in the Previous Month

[Michael Gaskin]

Is the above even possible?  Example:

Agent 1: 21
Agent 2: 9 (he has some issues!)
Agent 3: 33

The idea is to highlight that we need to work with Agent 2 because he/she is only closing an average of 9 calls per day in the previous month.

Thanks.

[Mark Segall · Accepted solution]

Hi @Michael Gaskin - You won't be able to get an average, but you one alternative would be creating a report that shows resolution over the span of time by assignee which should still give you that end goal of being able to visually evaluate individual effectiveness comparatively.

1. Create a new report
2. Create a series for each user you want to evaluate
   1. Series:  Resolved
   2. Label:  Team Member Name
   3. Color:  Decide on colors to delineate between team members
   4. Filter By JQL:

      1. assignee = TEAM MEMBER

   5. Repeat for each team member

[Michael Gaskin]

Thank you for your quick reply... I'll see what I can come up with.