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Avg Resolved Tickets Per Agent Per Day in the Previous Month

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.


1 answer

1 accepted

2 votes
Answer accepted
Mark Segall Community Leader Jan 24, 2023

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

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

Like Mark Segall likes this

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