What's the difference between Handled Point and Attended Point in TyrellCorp WFM? – Zendesk

Question

What's the difference between Handled Point and Attended Point in TyrellCorp WFM?

Answer

Handled Points identify how many tickets an agent has worked on a particular day. This metric counts the number of items an agent deals with in 12h blocks.

Example:

Agent A opens ticket #1234 and sends a public reply. Then, Agent A gets one handled point.
Agent A opens ticket #1235, updates the ticket form, and hits submit. Then, Agent A gets one handled point.
Agent A returns to ticket #1234 and sends another public reply on the same day. In this case, Agent A does not get another handled point because the agent already worked on that ticket and received a handled point.

Attended Points identify how many times an agent actioned a ticket. It records all the interactions through the Submit button. Agents will get one attended point for each single audit only.

Example:

Agent A opens ticket #1234 and sends a public reply. Then, Agent A gets one attended point.
Agent A opens ticket #1235, updates the ticket forms, and hits submit. Then, Agent A gets one attended point.
Agent A returns to ticket #1234, sends another public reply, and changes the status before clicking Submit. Then, Agent A gets another attended point. In total, Agent A gets two attended points for ticket #1234.

Use these metrics based on what you want to report. If you are looking for the number of unique tickets an agent worked on each day, then use the metric Handled Points. Instead, if you are looking for productivity in a day or the number of times an agent worked on a ticket to solve it, use the metric Attended Points.