ClarivoxxBy Abdessamad Ghanem

Free tool

Tickets per Agent Calculator: Agent Productivity

Tickets per agent per day = tickets solved ÷ agents ÷ working days. Tickets per hour = that figure ÷ productive hours per day. A team of 10 agents that solves 8,400 tickets in 21 working days handles 40 tickets per agent per day, or 6.67 per productive hour at 6 hours a day. Against a target of 45, that is 88.9%.

Tickets per agent per day

40

A little below target. Look at handle time and at time lost to tools or to waiting on other teams.

Tickets per productive hour

6.67

Team capacity per month

8,400

At this pace, over 21 working days.

Share of target

88.9%

40 against a target of 45 a day.

Per agent per day = 8,400 ÷ 10 agents ÷ 21 days = 40
Per hour = 40 ÷ 6 h = 6.67

Frequently asked questions

How do you calculate tickets per agent?
Divide the tickets solved in the period by the number of full-time agents and by the working days in the period. 8,400 tickets, 10 agents and 21 days give 40 tickets per agent per day.
How many tickets should a support agent handle per day?
It depends on the channel and on how complex tickets are. Simple email or chat work can reach several dozen a day, while technical B2B tickets may be 10 or fewer. Set the target from your own handle time data, per channel.
Should tickets per agent be a performance target?
Use it for planning capacity, and be careful using it alone for individual performance. Agents chasing volume may rush answers, so read it next to QA scores, CSAT and reopen rates. An agent at 110% of target with a falling QA score needs a conversation.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

Connect on LinkedInMore about Clarivoxx