Tickets per Agent Calculator
Enter resolved tickets, reopened tickets from the same cohort, agent FTE, and productive hours to calculate operational ratios.
A QUICK WALKTHROUGH
How to use this tool
- Use resolved and reopened counts from the same cohort and period.
- Enter the agent FTE count and total productive hours for that period.
- Review net resolved tickets, per-agent-per-day output, per-productive-hour output, and reopen rate.
Match the cohort and period
Resolved tickets and reopened tickets must describe the same cohort and reporting period. Reopens that cross period boundaries can skew the reopen rate and net count.
Definitions
Net resolved tickets = max(resolved − reopened, 0). Tickets per agent per day = net resolved ÷ agents/FTE. Tickets per productive hour = net resolved ÷ productive hours. Reopen rate = reopened ÷ resolved.
Interpret carefully
These are descriptive ratios for the entered inputs. They do not establish productivity, quality, staffing performance, or service-level claims.
GOOD TO KNOW
Common questions
What does reopened mean here?
Enter tickets reopened within the same resolved cohort and reporting period. Reopens from another period may make the result misleading.
Why can net resolved be zero?
The calculator floors resolved minus reopened at zero so a larger reopened count cannot create a negative net count.
Does this measure agent productivity or quality?
No. It reports simple ratios from the supplied counts and capacity inputs; it does not make productivity or quality claims.