Agent and Ticket Analytics FAQ's

This section contains some frequently answered questions

How are ticket and agent metrics affected when all agents are offline?

Incoming tickets stay unassigned in the queue until an agent or admin assigns them. While in the queue, Queue Time (QT) is tracked, but Agent Metrics are not recorded since no agent is assigned.

If the ticket remains in the queue during business hours, Queue Time is tracked separately but does not impact Agent FRT, WT, or RT. If outside business hours, timers pause and resume when business hours start.

What happens when at least one agent is online?

Tickets are immediately assigned to an agent when they arrive, and all relevant metrics start tracking.

How is Waiting Time (WT) calculated?

• Agent WT measures the time between a customer’s message and an agent’s reply.

• Ticket WT is the total waiting time, including periods in "Waiting" or "Follow-up" states.

• When a ticket is unassigned (in queue), Agent WT is not tracked, but Ticket WT continues if waiting for action.

When does ‘Handled Time’ start counting?

Handled Time starts when a ticket is assigned, reassigned, or transferred. Each time a ticket moves to a new agent, the Handled Time counter resets.

How is agent inactivity handled, what happens to the metrics if there is no activity on the ticket?

If an agent does not act on an assigned ticket, Agent FRT applies if no response is sent, and Agent RT applies if unresolved. If the ticket is still in the queue, Agent Metrics are not tracked, but Ticket RT and WT continue tracking.

Do Business Hours impact metric calculations?

Yes. If a ticket arrives outside business hours:

• Agent FRT and Ticket FRT pause until business hours resume.

• Agent WT and Ticket WT pause for fairness in response tracking.

• Ticket RT continues tracking as it measures total resolution time.

SLAs only consider business hours, ensuring no penalties for delays outside working hours.

Why can Ticket Waiting Time (WT) be greater than Ticket Resolution Time (RT)?

Ticket RT applies only to resolved tickets, while Ticket WT includes unresolved ones. If a ticket waits a long time but is resolved quickly, WT may be higher than RT. If unresolved, WT keeps increasing, whereas RT stops tracking.